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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 focus on teamwork and personal development.
- Benefits: Enjoy a competitive salary, annual bonus, and a market-leading pension package.
- Why this job: Make a real impact by enhancing customer satisfaction and fostering a high-performance culture.
- Qualifications: Proven experience in customer service leadership and strong coaching skills are essential.
- Other info: Be part of a diverse team with excellent career growth opportunities in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
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 create an open, respectful and inclusive environment within the Customer Service Team.
Responsibilities:
- 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, KPI’s 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.
Benefits:
- 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.
Head of Customer Service in Cardiff employer: Atradius N.V.
Contact Detail:
Atradius N.V. 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 in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Head of Customer Service role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching Atradius and understanding their customer service philosophy. Be ready to discuss how your experience aligns with their goals, especially around retention and customer satisfaction. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Practice your leadership pitch! Since this role involves managing a large team, think about examples from your past where you’ve successfully led, motivated, and developed others. Bring those stories to life during your interviews to showcase your coaching skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Atradius team. Let’s get you that interview!
We think you need these skills to ace Head of Customer Service in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience, leadership roles, and any relevant achievements that align with our goals at Atradius.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Head of Customer Service role. Share specific examples of how you've led teams, improved customer satisfaction, and driven change in previous positions.
Showcase Your Leadership Style: In your application, give us a glimpse of your management style. We want to know how you motivate and develop teams, so share any coaching or mentoring experiences that demonstrate your ability to create a high-performance culture.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our dynamic team at Atradius.
How to prepare for a job interview at Atradius N.V.
✨Know Your Stuff
Make sure you brush up on your technical expertise and local market knowledge. Understand the ins and outs of customer service strategies and how they align with business objectives. This will show that you're not just a candidate, but someone who can hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've led, motivated, and developed teams in the past. Think about specific situations where you fostered a customer-centric culture or improved team performance. This is your chance to demonstrate your coaching and mentoring skills!
✨Be Customer-Focused
During the interview, highlight your experience in managing customer service operations. Talk about how you've interpreted customer needs and delivered quick resolutions. This will help convey your commitment to customer satisfaction and retention.
✨Stay Calm Under Pressure
Expect some challenging questions that may put you under pressure. Practice staying calm and decisive while answering. Show them that you can handle high-stress situations and still maintain a positive attitude—this is crucial for a Head of Customer Service role!
