Job Reference: 15550/001
Job Duration: Permanent
Start date: ASAP
Description:
Customer Service Manager | Insurance | Gibraltar | Excellent Salary Package | Office Based
Customer Service Manager required for a busy insurance company based in Gibraltar. You will manage the existing customer service teams, ensuring they provide excellent customer service and meet SLA requirements in line with the company standards. The Customer ServiceManager will be ensuring that all activities within the team are adhered to and oversee the continuous development of the team of approx. 20 staff. Reporting directly to the Managing Director.
What's on offer to you?
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Reporting directly tothe Managing Director
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Constantly evolving products and duties
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Excellent salary package plus benefits
What You Will Be Doing
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Monitor service performance and adherence to agreed-upon service level targets
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Take ownershipof customers issues and follow problems through to resolution
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Develop service procedures, policies and standards
*Keep accurate records and document customer service actions and discussions
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Analyse statistics and compile accurate reports
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Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
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Undertake monthly 1:1's and performance reviews
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Identify, support, and assist vulnerablecustomers and understand their need for flexibility
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Keep ahead of industry's developments and apply best practices to areas of improvement
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Control resources and utilise assets to achieve qualitative and quantitative targets
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Manageapproximately 20 staff (which includes 2 senior agents)
What You Will Need to Succeed In This Role
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Minimum 2 yearsexperience as a Customer Service Manager in a call center environment.
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Knowledge of management methods and techniques*
Fluency in English
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Ability to think strategically and to lead
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Strong communication skills
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Advancedtroubleshooting and multi-tasking skills
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Customer service orientation
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Experience in insurance would be an advantage but not a requirement for the right candidate.
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There will be a requirement to obtain formal qualifications throughthe Chartered Insurance Institute, which is fully supported.
To Apply
If you are an experienced Customer Service Manager, and this is the challenge that you are looking for in your career, get in touch with me today. Please click on the 'apply'button and upload your CV and a Cover Letter or alternatively contact Angelique Pearson, Managing Director by email angelique.pearson@srgnetwork.com or call Gibraltar +350 200 69999.
Keywords: Customer Service Manager |Gibraltar | Insurance | SLAs|Service Performance
Industry: Insurance
Salary: Competitive salary plus benefits
Salary Benefits: Competitive salary plus benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Angelique Pearson
Website: -
Direct Application URL: -