Atradius
The Atradius Group provides trade credit insurance, surety and collections services worldwide, and has a presence through 160 offices in 52 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit.
Department Description
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.
Job Description
The successful candidate will manage a fast‑paced dynamic environment, having overall responsibility to 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. The manager will be required to have technical expertise, local market knowledge and the ability to form close relationships with customers and brokers. As a manager of this team, you will be responsible for contributing to the overall strategic and operational goals of the Commercial Department, driving change, improving efficiency and executing a customer service strategy in line with business objectives. A fundamental part of this diverse role is to lead, motivate and develop a large multidisciplinary team, providing hands‑on leadership, creating a high performance and an accountable culture. Strong coaching and mentoring skills are a key requirement to creating an open respectful and inclusive environment within the Customer Service Team.
Key Responsibilities, Skills And Experience
* Essential customer service experience, working within the team to respond to large call volumes, interpreting customer needs to obtain a quick resolution
* Essential experience leading, coaching and developing a customer service team, fostering a customer centric culture. Excellent people management, coaching and communication skills are key
* Customer focussed with a commercial mindset. Experience in overseeing day to day customer service operations ensuring efficiency and accuracy
* Ability to define and implement a customer service strategy aligned with business objectives
* Set performance goals, KPI’s and service standards, monitoring and delivering outcomes
* Ensure a high‑quality consistent customer experience for policy holders, brokers and internal stakeholders
* Experience in collaborating with other areas of the business to deliver a seamless service
* Able to support audits and contribute to risk
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