Customer Service Manager

Permanent Alliance
11 Feb 2018
16 Feb 2018
Contract Type
Full Time

Permanent Alliance Ltd is a Life Insurance brokerage regulated by the Financial Conduct Authority. Purchasing a life insurance policy is an important process and one that a consumer needs to consider carefully. Our team of insurance experts will walk the client through the quote process and explain to them throughout what benefits they will receive from their policy. Our quote system gives our insurance experts the tools they need to help provide accurate information to each of their clients.

Key Responsibilities:

Your main responsibility will be working in partnership with the Operations Manager to manage a team of outbound Customer Service Agents. You will be responsible for mentoring, motivating and making sure that your team meets all KPI'S as well as managing their performance.


•Managing the day to day running’s of the call centre
•Creating and managing monthly performance
•Reporting to Operations Manager on a daily basis
•Management of team KPIs and ensuring these are achieved
•Managing KPI, commissions and performance reports
•Educating, inspiring and retaining staff
•Delivering sales training refresher programmes
•Ensuring staff reach their full potential through support, training and effective management
•Daily motivation meetings with the Customer Service team
•Developing and improving calls standard and quality
•Ensuring industry standards are being adhered to within your team
•Liaising with HR on recruitment and staff reviews
•Reviewing the performance of staff, identifying training needs and planning training sessions
•Liaising with the company directors on company complaints and disputes
•Day to day basis adhering to FCA regulations

The Candidate

•Proven track record within an outbound call centre - ideally Insurance/Finance Industry
•Successfully leading, developing and growing a customer service team would be desirable
•Experience of successfully delivering and coaching seminars
•Experience of developing staff potential
•Experience working in an FCA regulated environment desirable


•Proven experience managing a team to achieve targets
•Ability to make effective decisions under pressure and considers the wider impact before taking action
•Self-motivated, ambitious and determined
•Inspiring motivational speaker
•Excellent communication, empathy and negotiation skills
•Analytical, confident working with MI

Our opening hours are between 9am and 6.30pm Monday to Thursday and 9am to 5pm on Friday

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