Customer Service Team Manager
Department: Underwriting Operations
Reports to: Contact Centre Manager
Location: Ripe Head Office, The Royals, Manchester, M22 4BJ
Job Purpose:
We are seeking a proactive and experienced Customer Service Team Manager to lead our dynamic support team within the insurance sector. This role is pivotal in ensuring customer satisfaction, operational efficiency, and continuous improvement through data-driven decision-making.
You will be responsible for using data to optimise workflows and implementing best practice to deliver exceptional service across multiple channels including live chat, and email ticketing systems. The ideal candidate will possess strong leadership skills, a passion for delivering exceptional customer experience, with a background in team management and implementing best practice use of CS tools.
Principal Accountabilities:
Team Leadership & Development
- Manage and mentor a team of high-performing customer service agents, focused on delivering excellent customer service
- Conduct regular team meetings, performance reviews, training and coaching sessions
- Foster a culture of accountability, empathy, and excellence
- Ensure a customer-centric approach is embedded in all processes and interactions
- Ensure processes, such as HR procedures, are followed and documentation kept up to date
Operational Management
- Manage day-to-day operations of customer service channels: live chat and tickets
- Ensure SLAs and KPIs are consistently met or exceeded
- Implement best practices for tone, clarity, and consistency in written communications
- Develop and implement strategies to improve service quality and customer satisfaction
Customer Workflow Optimisation
- Use data analytics to identify bottlenecks, inefficiencies, and opportunities for automation or process improvement
- Collaborate with IT and product teams to improve customer journey and experience
- Develop and refine workflows to enhance response times and resolution rates
- Monitor and optimize workflows using the Zendesk platform to ensure efficient case handling
- Optimise use of Live Chat including working with IT team regarding potential chat bot and AI solutions
Quality Assurance & Compliance
- Monitor interactions for quality, accuracy, and regulatory compliance
- Ensure FCA guidelines are adhered to in all communications
- Provide feedback and training to maintain high standards
Reporting & Insights
- Generate regular reports on team performance, customer satisfaction, and channel usage
- Present insights and recommendations to senior leadership
- Implement recommendations to ensure continuous improvement through data-driven decision-making
Customer Service Support
- Provide timely and quality responses to customer complaints and escalation across all channels
- Organise and chase any underwriter referrals where applicable
- Provide support to the Contact Centre with payment queries, documentation and emails
- Provide support to Contact Centre Manager where required
FCA Consumer Duty Responsibilities
Products and Services
- Ensure that all activities related to products and services support the provision of customer-orientated products and services that are appropriately distributed to the identified target market
Price and Value
- Provide information to the customer so that they understand the breakdown of charges and validity period
- Ensure that all correspondence with customers provides clear details of the price
Consumer Understanding
- Ensure that all activities ultimately provide customers with the information they need, at the right time
- Ensure information is presented in a way that customers can understand, allowing them to make informed decisions and pursue their financial objectives
Consumer Support
- Ensure that all activities support the needs of the customers, enabling them to realise the benefits of products and services and act in their interests without undue hinderance
- Keep accurate records of all contact with customers to ensure that promises can be kept and actions take to support the customer
- Identify and react to vulnerabilities promptly
Ensuring Fair Customer Treatment
- Ensure that all activities, either directly or indirectly, promote fair treatment of customers
Experience Requirements:
Essential:
- Proven experience of delivering customer satisfaction and performance targets
- Proven experience of working within a regulated sector with awareness of regulations and compliance requirements
- Deep understanding of best practices across customer service channels
- Strong analytical skills with experience using data to drive workflow improvements
- Familiarity with CRM and customer service platforms (e.g., Zendesk, Salesforce, Intercom)
- Excellent leadership, organisational, and problem-solving skills, including knowledge of HR processes
- Strong communication skills with a customer-centric approach.
- Excellent written communication and editing skills
- Ability to thrive in a fast-paced and regulated environment
- Ability to work cross-functionally with tech, compliance, and product team
- A commitment to delivering outstanding customer service
- A proven track record in providing feedback to staff to promote growth and improvement
Desirable:
- Experience working with both personal and commercial insurance products
- Previous experience within the financial services sector
Technology Requirements
Essential:
- Experience working with CRM and customer service platforms
- Excellent working knowledge of Microsoft Office including Word, Excel and Outlook
- Confident and accurate typing skills
Desirable:
- Experience working with payment systems and finance providers
Personal Attributes
Essential:
- Excellent communication skills
- Meticulous attention to detail
- Proven capability to take a proactive approach to problem solving and develop effective solutions
- Independent and proactive with the ability to think autonomously
- Passion for customer experience and continuous improvement
- Comfortable in a fast-paced, data-driven environment
- Strong organisational skills with the ability to work methodically to meet deadlines
- Adaptability to change with a proven ability to thrive in dynamic environments
- Collaborative and willing to listen to others’ ideas, with a willingness to share knowledge and recommend and implement improvements
- Excellent relationship building skills with the ability to establish rapport and build relationships at all levels
Professional Requirements
Desirable:
- CII qualification
Education:
Desirable:
- A minimum of 5 GSCE’s or equivalent including Maths and English
Note: This job description serves as a general guideline in terms of the requirements and responsibilities of the job role and may be adjusted to meet the evolving needs of the company and regulatory requirements. The company reserves the right to modify the job description as required.
To apply for this role please email your CV to: talent@ripeinsurance.co.uk
