Customer Service Team Manager - #141879

Department: Customer Service

Location: Cardiff

Compensation: £35,000 - £40,000 / year

Description

You will be responsible for leading and managing a team of Customer Service Agents to ensure the consistent delivery of a high-quality customer experience. This role plays a key part in maintaining service standards, supporting team development, and contributing to the overall success of the Customer Service function.

Working closely with other departments and operational leaders, you will ensure that day-to-day activities run efficiently, customer interactions are handled professionally, and performance targets are met or exceeded. The role also involves coaching, mentoring, and supporting agents, using customer feedback and performance data to drive continuous improvement.

Why Join Us?

• Competitive Starting Salary: Basic Salary up to £40,000
• Comprehensive Cover: Work with a wide range of travel insurance products, including single-trip, multi-trip, and specialised policies such as winter sports and backpacking insurance.
• Generous Holiday Allowance: 33 days of annual leave.
• Comprehensive Benefits Package: Includes a company-paid health cash plan, company pension, holiday buy scheme, travel insurance discounts, and more.
• Professional Growth: Access to extensive training on InsureandGo products and sales techniques, with opportunities for career advancement.
• Supportive Environment: Join a team that values collaboration, innovation, and customer satisfaction.
• Convenient Location: Based in Cardiff with easy access to local amenities and transport links.
  
  

Key Responsibilities

• Lead, support, and manage a team of Customer Service Agents, fostering a positive and performance-focused environment. Ensure that all team members consistently uphold AllClear’s service standards and values in every customer interaction.
• Maintain and continually enhance service quality by monitoring key performance indicators (KPIs), customer satisfaction scores, and contact resolution rates. Implement improvements based on customer feedback, quality audits, and operational trends to ensure service excellence is consistently achieved.
• Deliver structured coaching, ongoing training, and regular performance reviews to support staff development and drive improvements in service delivery. Ensure all team members understand and meet behavioural and service quality expectations.
• Work collaboratively with internal teams (e.g., Compliance, Sales, Planning) to ensure a joined-up approach to the customer journey and to share insights that inform service strategies and operational decisions.
• Manage complex queries and escalated complaints with professionalism, ensuring resolutions are handled promptly, empathetically, and in accordance with company policies and regulatory requirements.
• Collaborate with workforce planners to ensure adequate coverage and resource allocation in line with forecasted demand and service level agreements (SLAs), helping to maintain responsiveness and minimise wait times.
• Ensure the team operates in line with FCA regulations, data protection laws, and internal policies. Support quality assurance programmes by embedding best practices and ensuring regular training and procedural updates are delivered.