Customer Service Manager

Your new company
A rapidly growing and awarded insurance company is seeking an experienced and dynamic Remote Customer Service Manager responsible for leading a remote team of customer service agents, ensuring exceptional customer support, and driving team performance to meet company standards and legislation. This role requires excellent leadership skills, strong communication abilities, and a passion for delivering customer-centric service in the fast-paced insurance industry.

Your new role

• Lead and manage a remote team of customer service agents to ensure high-quality service and resolution of customer enquiries related to insurance policies, claims, and billing.
  
• Provide ongoing coaching, training, and support to team members to enhance their skills and knowledge of insurance products, processes, and systems.
• Set and communicate clear performance goals, ensuring individual and team targets are met or exceeded.
• Handle escalated customer issues or complaints, providing timely and satisfactory resolutions in line with company policies.
• Collaborate with internal departments, including underwriting, claims, and IT, to ensure seamless communication and process improvement across the customer journey.
• Monitor key performance indicators (KPIs) such as average handling time, first-call resolution, and customer satisfaction scores, implementing strategies to improve team metrics.
• Foster a positive, collaborative, and motivating virtual work environment, ensuring team engagement and adherence to company values

What you'll need to succeed

• Proven experience as a Customer Service manager or Senior Team Leader in Financial Services is a must and non-negotiable.
• Strong understanding of insurance products, policy administration, and claims processing.
  Excellent communication, leadership, and coaching skills, with the ability to lead a remote team effectively.
• Proficiency in using customer service software, contact centre platforms, and remote communication tools.
• Strong analytical skills to monitor and interpret KPIs, identifying areas for team improvement.
• An absolute passion for customer service and making each encounter best in class

What you'll get in return

• Integral role for growth plans and the ability to put your own stamp on the whole of the contact centre function
• Career growth opportunities
• Agile fully remote work environment
• Paying $100k plus super plus bonuses
• This is an exciting opportunity for a driven individual to lead a remote customer service team in delivering outstanding service to our valued customers.

What you need to do now
This is an exciting opportunity for a driven individual to lead a remote customer service team in delivering outstanding service to our valued insurance customers. If you’re passionate about customer care and leadership, we’d love to hear from you! Please apply online or send your CV to [email protected]#2890345