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For Companies At a Glance
- Tasks: Lead and inspire teams to deliver top-notch service to brokers through telephony and live chat.
- Company: Join a dynamic insurance company focused on operational excellence and continuous improvement.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for career growth in a collaborative and innovative setting.
- Why this job: Make a real difference in broker satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service management and a passion for team development.
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.
- Back-Office Insurance Administration
- 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.
- People Leadership & Performance Management
- 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.
- Operational Oversight & Continuous Improvement
- 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.
- Stakeholder Engagement
- 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.
- Governance, Quality & Risk Management
- 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 in London employer: DUAL UK
Contact Detail:
DUAL UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service management. Think about how you would lead a team, handle escalations, and improve service delivery. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've coached and developed teams in the past. Highlight your ability to drive performance and foster a broker-first mindset – that’s what they’re looking for!
✨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, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Service Manager in London
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 approach to leadership. 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, don’t forget to mention specific examples of your past achievements in customer service and team management. We love seeing how you've tackled challenges and improved processes in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at DUAL UK
✨Know Your Stuff
Make sure you understand the ins and outs of customer service management, especially in the insurance sector. Brush up on key terms like SLAs, quality scores, and compliance standards. This will show that you're not just interested in the role but also knowledgeable about it.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past. Think about times when you coached someone to success or improved team performance. Highlight your ability to motivate and engage others, as this is crucial for a Customer Service Manager.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling a difficult broker query or managing a complaint escalation. Practice your responses to these scenarios, focusing on your problem-solving skills and calmness under pressure.
✨Engage with Stakeholders
Demonstrate your understanding of stakeholder engagement by discussing how you would communicate with different teams. Be prepared to talk about how you would report on service performance and collaborate with others to improve processes.