Customer Service Operations Manager

1 day ago


Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

We are seeking an exceptional Customer Service Operations Manager to join our team at First Central Insurance Management Ltd in Haywards Heath, West Sussex.

About the Role

As a Customer Service Operations Manager, you will be responsible for leading a team of customer service professionals and shaping the best possible experience for our customers. You will manage daily operations and ensure that the team has the tools and capabilities to fulfill their functions.

Your primary focus will be on creating a top-performing, highly engaged culture within the team. This includes embedding continuous improvement changes, managing informal retail contact centre complaints, and delivering on team objectives. You will also be responsible for coaching, mentoring, and developing the team using a recognized coaching framework.

You will gather and analyze performance data, ensure the team follows company processes and guidance, and continuously look for opportunities to improve these processes. Additionally, you will be the voice of the customer within retail operations and ensure team delivery is the gold standard for performance across all KPIs.

About Us

First Central Insurance Management Ltd is a growing and thriving business committed to delivering exceptional customer experiences across our multi-products. We offer a dynamic and supportive work environment that values our colleagues and strives to provide them with an extraordinary working experience.

We owe it to our colleagues to create a workplace that is energetic, inspirational, and supportive. Our workplaces are designed to help our employees grow professionally and personally. If you are passionate about delivering exceptional customer experiences and have a proven track record of leadership and operational management, we encourage you to apply for this exciting opportunity.



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