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- Tasks: Lead and inspire teams to deliver top-notch service to brokers.
- Company: Dynamic insurance company focused on operational excellence.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Join a collaborative team with opportunities for growth and innovation.
- Why this job: Make a real difference in broker satisfaction and team performance.
- Qualifications: Experience in customer service management and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies. The role ensures the delivery of high-quality service to brokers and internal teams while driving operational excellence, compliance, and continuous improvement.
Key Responsibilities
- Lead telephony and live-chat teams to deliver first-class broker service.
- Monitor SLAs, quality scores, response times, and broker satisfaction.
- Act as escalation point for complex broker queries.
- Oversee policy processing including adjustments, endorsements, cancellations, and documentation.
- Ensure all administrative tasks meet regulatory and quality standards.
- Support error resolution and manage operational queries from internal teams.
- Lead, coach, and develop Broker Service Technicians and Administrators.
- Manage recruitment, onboarding, training, and continuous development programmes.
- Conduct regular 1:1s, call monitoring, coaching, and performance reviews.
- Review and optimise processes to improve efficiency and service delivery.
- Identify workflow improvements and support automation initiatives.
- Work closely with other teams to ensure seamless handoffs and operational alignment.
- Engage with all relevant stakeholders across the business.
- Provide regular reporting on service performance, risks, and broker insight.
- Represent Broker Services in operational meetings and cross-functional discussions.
- Ensure compliance with internal policies and FCA/regulatory requirements.
- Conduct quality assurance checks across telephony and administrative functions.
- Manage complaint escalations in partnership with Complaints & Indemnities teams.
Personal Qualities
- Professional, approachable, and empathetic leadership style.
- Broker-first mindset with a passion for service excellence.
- Calm under pressure with strong decision-making skills.
- Motivational, collaborative, and capable of driving team engagement.
- Proactive, solutions-driven, and committed to continuous improvement.
Customer Service Manager employer: DUAL UK
Contact Detail:
DUAL UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show you're genuinely interested and align with their goals.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience in leading teams and improving service delivery makes you the perfect fit for the Customer Service Manager role. Keep it concise and impactful.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up! After any interviews or chats, send a thank-you note expressing your appreciation and reiterating your enthusiasm for the role. It keeps you fresh in their minds!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in leading teams, managing performance, and delivering top-notch service. We want to see how you can bring that broker-first mindset to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for service excellence and your leadership style. Tell us why you're the perfect fit for this role and how you can drive continuous improvement at StudySmarter.
Showcase Relevant Experience: When filling out your application, be sure to include specific examples of your past achievements in customer service and team management. We love seeing how you've made a difference in previous roles, especially in operational oversight and compliance.
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 the role. Plus, it shows us you’re proactive and keen to join the StudySmarter family!
How to prepare for a job interview at DUAL UK
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of the Customer Service Manager role. Familiarise yourself with key responsibilities like leading telephony and live chat teams, and managing back-office insurance administration. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Since this role involves leading and developing teams, be prepared to share examples of how you've successfully managed people in the past. Think about specific situations where you coached team members or improved performance. This will demonstrate your capability to lead and inspire others.
✨Emphasise Continuous Improvement
The company values operational excellence and continuous improvement, so come ready with ideas on how to enhance service delivery. Discuss any previous experiences where you identified workflow improvements or implemented new processes. This shows that you're proactive and committed to making things better.
✨Engage with Stakeholders
Highlight your experience in engaging with various stakeholders. Be ready to discuss how you've collaborated with different teams to ensure seamless operations. This will illustrate your ability to communicate effectively and work cross-functionally, which is crucial for this role.