Customer Service Operations Manager Customer Operations · London

Are you passionate about efficient and effective customer service delivery? Keen for an exciting new challenge? If so, we'd love to hear from you! About the roleAs the Customer Service Operations manager here at Superscript, you will play a crucial role in shaping and executing our customer service operations strategy. You will oversee the day-to-day operations of the customer service department, leading a team of three customer success executives, along with a customer operations Administrator. You will ensure efficient and effective customer service delivery, handle escalated customer issues, and implement strategies to improve customer satisfaction and retention.What you'll get up to:Lead, motivate, and manage a team of customer success executives.Provide coaching, training, and performance feedback to ensure high-quality service delivery.Allocate resources effectively to meet service level agreements and customer expectations.Handle escalated customer inquiries, complaints, and complex issues in a timely and satisfactory manner.Investigate root causes of customer problems and implement corrective actions to prevent recurrence.Liaise with other departments to resolve customer issues that require cross-functional collaboration.Provide the team support at times of high volume or absence to ensure customer experience impact is mitigated and SLAs are met.Foster a culture of continuous learning and development within the customer success/service team.About you:Proven experience in a customer service management role, from within the insurance industry or related field preferred.In-depth knowledge of insurance products, policies, and regulations.Strong leadership skills with the ability to inspire and motivate teams.Excellent communication and interpersonal abilities.Analytical mindset with proficiency in data analysis and process improvement methodologies.Adept in technology (various systems will be used).Commitment to delivering exceptional customer experiences and driving customer satisfaction.In return, we offer you:A competitive salary and the ability to grow your career at the UK’s leading Insurtech An amazing team and founders, supportive board and investors 25 days holiday - so there’s plenty of time for work, rest and play 20 hours a year to undertake voluntary work Hybrid way of working for the perfect work / life balance Vitality private health and dental insurance Great pension (up to 10% on top of your salary) Full access toSpill , our mental health platform Cycle to work scheme Latest Apple tech gear & everything you need to be set up for success Fun, modern and informal office environment with regular team social events ️Insurance should be a smooth ride, not a hop, skip and a jump. That's where we come in.We’re Superscript, an insurance broker for small businesses, sole-traders, landlords and high-growth tech firms. As the first UK-based insurtech to become a Lloyd’s of London broker, we offer advisory and broking services, alongside a fully self-serve online platform.Our proprietary machine-learning technology and unique multi-carrier model streamlines service and delivery – regardless of risk complexity, geography or industry.London
Customer Operations
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London
Customer Service Operations ManagerAre you passionate about efficient and effective customer service delivery? Keen for an exciting new challenge? If so, we'd love to hear from you! Loading application formAlready working at Superscript?Let’s recruit together and find your next colleague.
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