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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 hybrid working, competitive salary, annual bonuses, and a strong pension package.
- Why this job: Make a real impact by enhancing customer satisfaction and shaping service strategies.
- Qualifications: Proven experience in customer service leadership and a passion for fostering a customer-centric culture.
- Other info: Be part of an inclusive environment that values diversity and offers continuous professional development.
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. At Atradius, we believe in personal development and the Growth Mindset. Our culture is based on teamwork, reliability, accountability, constant improvement and unrivalled service.
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.
The successful candidate will manage a fast-paced dynamic environment and 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 apply technical expertise, local market knowledge and the ability to form close relationships with customers and brokers. As manager, you will contribute to the overall strategic and operational goals of the Commercial Department, drive change, improve efficiency and execute a customer service strategy in line with business objectives.
Key Responsibilities, Skills and Experience
- Essential customer service experience working within the team to respond to large call volumes and resolve customer needs quickly.
- Experience leading, coaching and developing a customer service team and fostering a customer-centric culture.
- Commercial mindset and experience overseeing day-to-day customer service operations ensuring efficiency and accuracy.
- Define and implement a customer service strategy aligned with business objectives.
- Set performance goals, KPIs and service standards and monitor and deliver outcomes.
- Ensure a high-quality consistent customer experience for policy holders, brokers and internal stakeholders.
- Collaborate with other areas of the business to deliver a seamless service.
- Support audits and contribute to risk management and governance framework.
- Strong analytical and problem-solving skills and ability to adapt to change.
- Active listener and 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 continuous professional development.
- Hybrid working (up to 2 days a week from home).
- Competitive salary and annual bonus scheme (7.5% of salary).
- Market-leading pension package (minimum 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
We are an equal opportunity employer and encourage applications from all backgrounds. Diversity is extremely important to Atradius and we promote an inclusive culture in which everyone feels involved and valued.
Contact Elan BOOTH, Human Resources – available by e-mail.
Head of Customer Service in Cardiff employer: Intranet
Contact Detail:
Intranet 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 current or former employees at Atradius on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service management. We should also think of examples that showcase our leadership skills and how we’ve improved team performance in the past.
✨Tip Number 3
Show off our growth mindset! During interviews, let’s highlight how we’ve embraced challenges and learned from feedback. This aligns perfectly with Atradius's values and will make us stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Atradius team.
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 speaks directly to the job description. Highlight your customer service experience and any leadership roles you've had. We want to see how you can bring your skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Head of Customer Service role. Share specific examples of how you've driven change and improved customer satisfaction in previous positions.
Showcase Your Team Spirit: At Atradius, teamwork is key! In your application, mention how you've collaborated with others to achieve goals. We love seeing candidates who can foster a positive, customer-centric culture within their teams.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can't wait to see what you bring to the table!
How to prepare for a job interview at Intranet
✨Know the Company Inside Out
Before your interview, make sure you research Atradius thoroughly. Understand their values, culture, and the specifics of their customer service approach. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to demonstrate your ability to lead and develop a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or implemented new strategies that improved customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle pressure. Think of specific situations where you had to make quick decisions or adapt to changes, and be ready to discuss how you approached those challenges.
✨Emphasise Your Customer-Centric Mindset
Atradius values a customer-centric culture, so be prepared to discuss how you've fostered this in previous roles. Share examples of how you've gone above and beyond to ensure customer satisfaction and how you plan to implement similar strategies at Atradius.
