Customer Service Manager
Location: Funtington, Chichester, West Sussex
Contract: Permanent
Hours: Monday-Friday 9.00-5.30 with flexibility required
Salary: £30-35k per annum (depending on experience) + Benefits + language allowance if appropriate
Reporting to: Head of Claims Operations

Would you be great at leading and inspiring our team leaders?
Do you love the buzz of a busy and pressurised working environment?
Can you cultivate partnering relationships with clients?
 
If you answered 'yes' to the above questions then we have a fantastic opportunity for you! Following internal changes we have an open position for an experienced Contact Centre Customer Service Manager to further their career in an expanding business. As the Customer Service Manager you will be responsible for the day to day running of all contact centre claims operations ensuring that business objectives are met.
 
Your teams will handle around 1500 calls per day from customers and you will work very closely with our clients; answering calls and emails daily to ensure we maintain our well established partnering relationship.
 
Role responsibilities

• Manage the performance and motivation of team leaders to ensure monthly and quarterly objectives are met
• Identify and develop opportunities to improve efficiency and quality
• Promote a culture that encourages and ensures both consumer and staff satisfaction
• To identify, recommend and support the implementation of various programs for the improvement of contact centre processes and sales potential
• To work closely with training and HR to ensure departments are sufficiently resourced in line with business requirements
• Conduct regular reviews of team leaders to facilitate growth, development and improved performance
• To ensure all regulatory and business standards are met

Experience and Skills Required

• We are looking for a confident 'people manager' with excellent communication and interpersonal skills. You will already have a proven track record as an exemplary Team Leader or Manager with the ability to work efficiently in a high demand, team oriented, and fast-paced environment. Experience of managing managers would be desirable.
• We would like for you to have excellent relationship building skills and experience of working closely with your clients is essential.
• Previous contact centre experience is essential; obtained within the insurance industry would be desirable.

What can we offer you?

• Contributory pension scheme
• Bonus scheme
• Free annual travel insurance (subject to qualifying criteria)
• 25 days holiday a year, plus 8 days bank holiday
• Free on-site parking or mini-bus pick up service (to and from Chichester train station)
• Eye care vouchers
• Childcare vouchers
• Cycle to work scheme
• Fully equipped on-site gym, on-site tennis court and other social club facilities.

 
About CEGA Group:
CEGA Group is one of the world's leading providers of travel risk management, medical assistance, air ambulance and claims management services and offers an end to end service in-house. With an outstanding reputation for delivering the optimum combination of quality service and cost control, we represent some of the best known brands in insurance, banking and corporate sectors.
 
We provide critical round the clock assistance to people all over the globe who need emergency medical, security and claims assistance. We are proud of the work we do, and we have an unprecedented reputation in the market for quality and customer service.
 
Our vital medical assistance and claims services are sought by leading worldwide insurers and, as the provider of services to 5 of the 6 leading insurers, we are highly regarded as a leader in our field.
 
We are CEGA Group - find out more about us at www.cegagroup.com
 
 
Agencies: We are fortunate enough to receive some really great direct applications, so at this time we will not be engaging or accepting any unsolicited CV's from agencies.