Customer Service Manager
Spectrum Insurance Services Limited provide value add-on motor products to brokers and dealers, as well as direct to market. We sell and administer GAP, warranty and Cosmetic policies for a variety of motor vehicles. We have seen an unprecedented increase in business over the last two years and are continually striving to increase our business with existing and new products.
As a Customer Service Manager you will lead our customer service team to deliver outstanding support to customers and suppliers. You'll be responsible for ensuring service excellence, resolving issues efficiently and driving continuous improvement. This role is central to improving customer experience and creating operational value. This role is to bring together all customer support functions across the business to maximise the quality of service we offer. The customer service team are the first line of contact for our customers, and we are looking for someone able to lead the team as the business continues to grow.
Key Responsibilities
* Provide help and advice to customers verbal or written.
* Investigate and resolve customers issues/problems escalated from the customer
* service agent.
* Handle all customer complaints in line with policy.
* Have full knowledge of all Spectrum products.
* Process and carry out amendments on Policy Flow including transferring
policies.
* Issue refunds
* Keep accurate records
* Respond and be responsible for Sar requests.
* Lead and supervise the customer services team.
* Manage staff recruitment and appraisals.
* Train staff to deliver a high standard of customer service.
* Ensure staff remain motivated and focused.
* Set targets and monitor progress.
* Carry out call monitoring and deliver feedback.
* Work alongside other departments to ensure we deliver a consistent approach
to customers.
* Ensure IS09001 is maintained.
Requirements
* A minimum of 2 years in a customer service leadership role, ideally with
knowledge of the motor trade, but not essential.
* Strong leadership and interpersonal skills with a passion for team development.
* Excellent communication skills – both written and verbal.
* Ability to thrive in a fast-paced dynamic environment.
* A proactive, solutions-focused mindset with a commitment to continuous
improvement.
What we offer
* Competitive salary
* Continuous professional development, with training and development
opportunities
* Supportive, inclusive and growth-orientated culture.
Full-time, permanent position located in our offices in Killamarsh, Sheffield.
Salary £35,000 per annum
Benefits
* Company pension
* Uniform provided
* Company events
* Free Parking
Job Types: Full-time, Permanent
Pay: £35,000.00 per year
Benefits:
* Company events
* Company pension
* On-site parking
Work Location: In person