Company Overview: Join a leading New Zealand insurance provider dedicated to delivering exceptional customer service experiences. The organisation prides themselves on their commitment to their clients and is looking for a manager to join their customer service team to provide help provide a team-centric approach to achieving excellence. As they continue to grow, they seeking a dynamic and experienced Customer Service/Call Centre Manager to lead a team of 18 dedicated professionals.
Position Overview: As the Customer Service/Call Centre Manager, you will play a pivotal role in ensuring the smooth operation of our customer service and call centre department. You will lead a team of 18 customer service representatives, fostering a collaborative and supportive environment while driving performance excellence and maintaining our high standards of service delivery. The ideal candidate will be a true people person, with a passion for customer satisfaction and a knack for inspiring and motivating others.
Responsibilities:
Lead, mentor, and motivate a team of 18 customer service representatives to achieve individual and team performance targets.Oversee day-to-day operations of the customer service and call centre department, ensuring efficient handling of inquiries, complaints, and policy-related issues.Develop and implement strategies to enhance customer satisfaction, retention, and loyalty.Monitor and analyse key performance metrics, identify areas for improvement, and implement initiatives to optimise efficiency and effectiveness.Act as a point of escalation for complex customer issues, providing resolution and ensuring a positive outcome.Collaborate with the cross-functional team, that manages all member services, sales, and claims, to help to streamline processes and improve the overall customer experience.Stay up-to-date with industry trends, best practices, and regulatory requirements, and implement changes as necessary to ensure compliance and alignment with industry standards.Requirements:
Proven experience (5+ years) in a customer service management role, preferably within the insurance industry.Strong leadership and interpersonal skills, with a demonstrated ability to inspire, motivate, and develop a team.Excellent communication skills, both verbal and written, with a customer-centric approach.Sound decision-making abilities and problem-solving skills, with a focus on driving continuous improvement.Proficiency in call centre software/systems.Knowledge of insurance products, policies, and procedures (preferred).Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
How to Apply: If you are a passionate and results-driven individual with a strong background in customer service management, we want to hear from you! Please submit your resume and cover letter outlining your experience and why you're the ideal candidate for the Customer Service/Call Centre Manager role. We are moving fast with the recruitment process which means this role won't be advertised for long, the sooner you apply the better!At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
skills
Call Centre Manager, Customer Service Manager, Team Leader, Team Manager, Supportive Team
education
Secondary School/High School
#J-18808-Ljbffr
