Client service team manager

An exciting opportunity has arisen for a Clientele Services Team Manager in the insurance industry, specialising in customer service within our team based in Stockport, Manchester. The role requires a committed individual with a proven track record in leading teams towards achieving common goals, being responsible for managing the service team, and ensuring a high standard of clientele delivery across all provisions.

Client Details

Our client is a well-established player in the insurance industry with a medium-sized team spread across multiple locations. They are renowned for their customer-centric approach and have a strong commitment towards ensuring customer satisfaction.

Description

• Lead and motivate the customer service team to ensure delivery of outstanding service to members.
• Manage the performance of team members, providing coaching and development opportunities as needed.
• Implement strategies to improve service quality and efficiency.
• Act as the first point of escalation for complex member queries or complaints.
• Ensure compliance with regulatory requirements in all interactions.
• Drive continuous improvement initiatives within the team.
• Analyze inbound, outbound, and web-generated member interactions to spot patterns and trends.
• Collaborate with colleagues across departments to predict, monitor, and assess the impact of their projects on member interactions.
• Maintain a deep understanding of the Society's products and stay informed about competitors' offerings.
• To-date on relevant financial regulations and legislation affecting member services.
• Ensure the team demonstrates sound conduct risk practices.
• Establish performance benchmarks, acknowledge accomplishments, and address any performance issues.
• Identify and document any significant risks within the Member Services team in the Risk Database.
• Contribute to fostering corporate culture initiatives.

Profile

A successful Member Services Manager should have:

• Direct experience in a regulated FCA environment, ideally debt management, financial services or insurance.
• Proven experience in team leadership within the customer service department.
• Excellent communication and interpersonal skills.
• Demonstrable problem-solving abilities and initiative.
• Strong knowledge of the insurance industry and regulatory requirements.
• A commitment towards continuous improvement and development.

Job Offer

• An estimated salary range of �28900- �33100 per annum.
• The opportunity to work in a supportive team environment.
• Comprehensive training and development opportunities.
• A competitive benefits package.
• Hybrid working.
• Permanent full-time position.
• Progression plan with L&D opportunities.