Customer Care Manager - Motor Insurance
We are currently working with an exciting Insure Tech business, who service a contract to provide insurance services to a leading Car Sales network. Due to this they now have an excellent opportunity for someone to join them as a Customer Care Manager, to manage two Team Leaders, and the two teams they manage. With this role being responsible for the management of the whole Essex office (based in Rainham)
You will be required to lead and inspire the customer care teams to deliver exceptional multi-channel customer service. Managing the motivation, morale and standards of conduct within the teams and have responsibility for the day-to-day operations of Customer Care within the business.
You will also proactively contribute to the long-term business plan by defining and aligning KPI’s to the overarching business goals, define team objectives and allocate responsibility throughout the team, undertake regular evaluation and feedback on individual performance outcomes through conducting regular performance review meetings and ensure customer care operations are compliant with regulatory requirements including treating customers fairly.
You will also look to continually consider ways to improve processes and service levels and drive efficiencies without compromising the level of service and best customer outcomes, also acting as a point of escalation for queries from the team including taking calls of a complex or complaint nature
It’s also important to them that you can demonstrate a strong understanding of what it takes to deliver outstanding customer service with an enthusiastic sales ability and that you have the drive to push a team forward to be the best they can be.
To be considered for this role you will need to have a minimum of 1 years experience managing a team or department within Motor Insurance.
This is a full-time position. Benefits provided are free onsite parking, and also provided is a daily allowance (£4) to enable you to grab breakfast or lunch in the on-site canteen.
Working hours are 35 hours a week, 9am-5pm Monday to Friday, but contractually this role and the team's contracts express that the contact centre opening times are 8am - 8pm Monday to Friday, 9am - 5pm on Saturdays which would need to be worked should there be a business need – So you will need to be prepared to do these hours if the business requires it.
Salary on offer is circa £35k
You will also receive 20 days plus 8 bank holidays, should you be required to work a bank holiday, you will have another day of leave as a day in lieu added to your entitlement (i.e., you work a bank holiday, you get that day back plus one more) Auto Enrolment to NEST pension - 4% employee contribution, 4% employer contribution and Health Shield Cash Plan Benefits – Dental (£95), Optical (£95), Prescriptions (x2) Wellbeing services (£115), Combined Physiotherapy services (£180), Flu Jab (£10), Maternity – Antenatal & Adoption included (£150), Personal Accident Protection (£5000) plus much much more!
If you would like to discuss this role in more detail and in complete confidence, please contact Kieran at CKB Recruitment.
Location: Rainham | Salary: 33000 - 35000 per year | Job type: Permanent | Posted: 22/06/2022