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Client Relations Centre Supervisor
3 months ago
Customer Service Centre Leader - Existing Business
An exciting opportunity has emerged for a skilled Customer Service Centre Leader to join Ardonagh Advisory, reporting directly to the Head of Contact Centre.
In this role, you will oversee the direct management of all team leaders within the department. As part of the leadership team, your focus will be on ensuring the seamless and effective operation of the business, executing plans and strategies as necessary, and guiding teams to achieve all performance KPIs, regulatory standards, and service level expectations.
Key Responsibilities
Your responsibilities will include:
managing the performance of sales, retention, or service activities within the customer service centre providing leadership, management, and motivation to your teams to meet all performance metrics collaborating with the Contact Centre Leadership and Volume Trading teams to develop revenue opportunities from both existing and new clients, implementing strategies to convert these opportunities into income working with your team to identify and address product and service gaps within the current portfolio that align with customer needs and deliver commercial advantages overseeing Team Leaders and Customer Service Executives within your area, offering clear guidance and direction to them and their teamsQualifications and Experience
Essential:
Prior experience in a Customer Service Centre Proven track record of leading teams to achieve financial, operational, service, and quality KPIs in a high-volume processing or sales environment Experience in recruitment, development, and performance management of teams Familiarity with working in a regulated financial services environment, preferably in Insurance Strong client relationship development and management skills Proficiency in Microsoft Office applications and tools Results-oriented mindsetDesirable:
Experience in managing Team LeadersFor further details, please connect with the relevant senior leader in the area for a discussion or to request a comprehensive job description.
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