Hours: 24 paid hours per week. Shifts: Normally 8.30am – 5.00 pm or 8.00am – 16.30pm, Monday to Wednesday. Main Purpose of Role To lead, develop, and motivate a multilingual customer service team to deliver exceptional service and support to clients across multiple markets. The role ensures that all customer interactions—whether in claims handling, policy administration, or general inquiries—are managed efficiently, accurately, and in line with company standards and regulatory requirements. The Customer Service Team Manager is responsible for maintaining high performance levels, fostering a customer-centric culture, and driving continuous improvement in processes, service quality, and team capability to enhance customer satisfaction and retention. Skills/Experience Requirements • Proven experience leading and developing customer service teams, ideally within the insurance or financial services sector. • Strong leadership skills with the ability to motivate, coach, and inspire a multilingual team. • Excellent communication skills in English (additional European languages highly advantageous). • Solid understanding of insurance products, policy administration, and claims processes. • Demonstrated ability to manage performance, meet SLAs, and maintain high service standards. • Skilled in handling escalated customer queries and resolving complex issues with professionalism and empathy. • Analytical mindset with the ability to interpret data, identify trends, and implement service improvements. • Proficient in CRM systems, contact centre tools, and reporting platforms. • Strong organizational and time-management abilities with attention to detail. • Customer-centric mindset with a commitment to continuous improvement and process efficiency. • Culturally aware and experienced in working across multiple markets and languages. To demonstrate a willingness to learn and have fun at work! • To train with enthusiasm and confidence Essential Skills/Experience Proven experience managing a customer service or contact centre team Strong leadership, coaching, and people development skills Excellent communication skills in English, both written and verbal Customer-focused with proven ability to handle escalations and complex issues Strong organisational and time management skills Proficient in CRM and contact centre systems Analytical mindset with ability to interpret data and report on performance High attention to detail and commitment to quality service delivery Desireable Skills and Experience Experience managing multilingual or multicultural teams Formal leadership or management training Fluency in an German or Spanish languages Experience within insurance or financial services Familiarity with UK/EU insurance products and claims processes Knowledge of Weave, VDOC or SaCrm systems Experience using data to drive process or service improvements Complaint handling or QA accreditation Experience leading teams in a regulated or compliance-driven environment What are we looking to achieve? • Ensure the team are delivering an exceptional level of customer service. • Targets and Customer Service SLA’s are met every month. • Great customer feedback and customer survey scores. • Your team’s quality score of 95% or above every month. This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business. Who are Konecta? We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. We connect with you, wherever you are, thanks to our multicultural and multilingual team. Website: https://www.konecta-group.com/who-we-are Who are Stonebridge International Insurance Limited (SIIL)? Stonebridge International Insurance Limited (SIIL) is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France, Spain and the United Kingdom. It is part of the Embignell group. Website: https://www.stonebridge-insurance.com/en/home/ Stonebridge International Insurance Limited is authorised and regulated by the Financial Conduct Authority, firm reference number 203188. Also registered as a data controller with the Information Commissioner’s Office, number Z529126X. Who are UIB Cell (UIB)? Advent Insurance PCC Ltd – UIB Cell (UIB Cell) was established in 2016 and is regulated by the Malta Financial Services Authority. It is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France and Spain It is part of the Embignell group. https://adventuibcell.com/ Advent Insurance PCC Ltd – UIB Cell. Advent Insurance PCC Ltd – UIB Cell is authorised under the Insurance Business Act 1998 to carry on general insurance business and is regulated by the Malta Financial Services Authority. Registered office: The Landmark, Level 1, Suite 2, Triq L-Iljun, Qormi, Malta, QRM3800. Registered in Malta No. C52394 Why work for us? • Konecta has a fun and sociable team environment working culture • 50% discount with More bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.) • Pension Scheme with Standard Life • Eye test vouchers and discounts • Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 sites globally) • Involvement with local charities and fundraising days • Campaign specific benefits including discounts, incentives and prizes • Recommend a friend scheme paid reward of £500 • Apprenticeship qualifications • Recognition and Perkbox rewards • Tech scheme Position in Organisation The Customer Service Team Manager will report into the Client Services & Development Director and will have various support from colleagues which will always be on hand. Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the contract, whose opening hours are 8.00am - 5.00pm Monday to Friday, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. You will also be required to attend mandatory training and mandatory event sessions the campaign holds and come into the office when required or requested. Systems & Training The training period for The Customer Service Team Manager is around 2 - 4 x weeks. During this time, you will be trained on reports and monthly Client sessions. You will also learn day to day tasks which need to be completed There will be on-going training throughout your employment