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- Tasks: Lead a dynamic customer service team to deliver top-notch support and drive business growth.
- Company: Join Atradius, a global leader in trade credit insurance with a vibrant culture.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and extensive professional development opportunities.
- Why this job: Make a real impact by fostering a customer-centric culture and leading a diverse team.
- Qualifications: Proven experience in customer service leadership and strong coaching skills required.
- Other info: Diversity and inclusion are at our core; we welcome all applicants to join our team.
The predicted salary is between 36000 - 60000 £ per year.
The Atradius Group provides trade credit insurance, surety and collections services worldwide, and has a presence through 160 offices in 52 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit. At Atradius, we believe in personal development and the Growth Mindset. Our Culture is based on teamwork, reliable accountability, constantly improving and unrivalled service.
Department Description
The Atradius Customer Service Team based within our Commercial Unit in Cardiff, is looking to recruit a new manager to lead this experienced highly motivated team.
Job Description
The successful candidate will manage a fast‑paced dynamic environment, having the overall responsibility to deliver a high quality, efficient service to policy holders, brokers and internal stakeholders. The primary focus will be to support retention, customer satisfaction and business growth. You will be required to have technical expertise, local market knowledge and the ability to form close relationships with customers and brokers. As a manager of this team, you will be responsible for contributing to the overall strategic and operational goals of the Commercial Department, driving change, improving efficiency and executing a customer service strategy in line with business objectives. A fundamental part of this diverse role is to lead, motivate and develop a large multi‑disciplinary team, providing hands‑on leadership, creating a high‑performance and an accountable culture. Strong coaching and mentoring skills are a key requirement to creating an open respectful and inclusive environment within the Customer Service Team.
Key Responsibilities, Skills and Experience
- Essential customer service experience, working within the team to respond to large call volumes, interpreting customer needs to obtain a quick resolution.
- Essential experience leading, coaching and developing a customer service team, fostering a customer centric culture.
- Excellent people management, coaching and communication skills are key.
- Customer focussed with a commercial mindset.
- Experience in overseeing day‑to‑day customer service operations ensuring efficiency and accuracy.
- Ability to define and implement a customer service strategy aligned with business objectives.
- Set performance goals, KPIs and service standards, monitoring and delivering outcomes.
- Ensure a high‑quality consistent customer experience for policy holders, brokers and internal stakeholders.
- Experience in collaborating with other areas of the business to deliver a seamless service.
- Able to support audits and contribute to risk management and governance framework.
- Strong analytical and problem‑solving skills, ability to adapt to change.
- Active listener, able to lead by example with a committed positive attitude.
- Calm and decisive under pressure.
- Collaborative and influential.
What do we offer?
- A dynamic, international, and challenging work environment.
- Training and support to reach your full potential including the opportunity for continuous professional development.
- Hybrid working (work up to 2 days a week from home).
- Competitive salary and annual bonus scheme (7.5% of salary).
- Market leading pension package (a minimum of 12% employer contribution) plus income protection insurance and 10 × life assurance cover.
- Income protection scheme (covering 75% of salary plus pension contributions).
- Life assurance cover at 10 × annual salary.
- Employee Assistance Programme.
Equal opportunities for all
The success of our organisation stands with the quality of our people and the ideas they have. Insights and innovative solutions for our customers are the result of an interplay of cultures, knowledge and experience. That is why diversity is extremely important to Atradius. To ensure that all colleagues within Atradius can develop their qualities, we promote an inclusive culture in which everyone feels involved and valued. We encourage and welcome everyone to apply to our positions.
Do you have any questions about our offer? Elan BOOTH, Human Resources, is available by e‑mail at Elan.Booth@atradius.com.
Head of Customer Service in Cardiff employer: Atradius N.V. (Italy)
Contact Detail:
Atradius N.V. (Italy) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service in Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Head of Customer Service role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Atradius and its culture. Understand their values around teamwork and customer service. This will help you tailor your responses and show that you're a perfect fit for their team.
✨Tip Number 3
Practice your leadership stories! Think of examples where you've led a team through challenges or improved customer satisfaction. These anecdotes will showcase your coaching skills and ability to drive change, which are key for this role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Atradius family. Good luck!
We think you need these skills to ace Head of Customer Service in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Service role. Highlight your relevant experience in customer service management and how it aligns with Atradius' focus on teamwork and customer satisfaction.
Showcase Your Leadership Skills: We want to see your ability to lead and motivate a team. Share specific examples of how you've developed a high-performance culture in previous roles, as this is key to succeeding at Atradius.
Demonstrate Your Customer Focus: Emphasise your customer-centric mindset in your application. Discuss how you've previously interpreted customer needs and delivered solutions that enhance satisfaction and retention.
Apply Through Our Website: Don't forget to submit your application through our official website! This ensures we receive your details directly and can process your application efficiently. We can't wait to hear from you!
How to prepare for a job interview at Atradius N.V. (Italy)
✨Know Your Stuff
Before the interview, make sure you understand Atradius' products and services inside out. Familiarise yourself with trade credit insurance and how it impacts customer service. This will show that you're not just interested in the role but also in the company’s mission.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in a fast-paced environment. Highlight your coaching and mentoring experiences, as well as how you've fostered a customer-centric culture. Be ready to discuss specific strategies you've implemented to improve team performance.
✨Emphasise Collaboration
Atradius values teamwork, so be prepared to talk about how you've collaborated with other departments to enhance customer service. Share instances where your collaborative efforts led to improved outcomes, demonstrating your ability to work across teams effectively.
✨Ask Insightful Questions
At the end of the interview, ask questions that reflect your understanding of the role and the company culture. Inquire about their approach to continuous professional development or how they measure customer satisfaction. This shows your genuine interest in contributing to their goals.
