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Client service team manager - Stockport, Greater Manchester, United Kingdom - Page Personnel
Description
An exciting opportunity has arisen for a Clientele Services Team Manager in the insurance industry, specialising in customer service within our team based in Stockport, Manchester.
The role requires a committed individual with a proven track record in leading teams towards achieving common goals, being responsible for managing the service team, and ensuring a high standard of clientele delivery across all provisions.
Client DetailsOur client is a well-established player in the insurance industry with a medium-sized team spread across multiple locations. They are renowned for their customer-centric approach and have a strong commitment towards ensuring customer satisfaction.
Description
Lead and motivate the customer service team to ensure delivery of outstanding service to members.
Manage the performance of team members, providing coaching and development opportunities as needed.
Implement strategies to improve service quality and efficiency.
Act as the first point of escalation for complex member queries or complaints.
Ensure compliance with regulatory requirements in all interactions.
Drive continuous improvement initiatives within the team.
Analyze inbound, outbound, and web-generated member interactions to spot patterns and trends.
Collaborate with colleagues across departments to predict, monitor, and assess the impact of their projects on member interactions.
Maintain a deep understanding of the Society's products and stay informed about competitors' offerings.
To-date on relevant financial regulations and legislation affecting member services.
Ensure the team demonstrates sound conduct risk practices.
Establish performance benchmarks, acknowledge accomplishments, and address any performance issues.
Identify and document any significant risks within the Member Services team in the Risk Database.
Contribute to fostering corporate culture
A successful Member Services Manager should have:
Direct experience in a regulated FCA environment, ideally debt management, financial services or insurance.
Proven experience in team leadership within the customer service department.
Excellent communication and interpersonal skills.
Demonstrable problem-solving abilities and initiative.
Strong knowledge of the insurance industry and regulatory requirements.
A commitment towards continuous improvement and development.
Job Offer
An estimated salary range of £28900- £33100 per annum.
The opportunity to work in a supportive team environment.
Comprehensive training and development opportunities.
A competitive benefits package.
Hybrid working.
Permanent full-time position.
Progression plan with L&D opportunities
