MERJE is excited to present an exceptional opportunity for a Customer Service Manager in the insurance sector. This role offers the chance to lead a high-performing team, drive service excellence, and shape customer experiences in a dynamic, fast-paced environment. The ideal candidate will be passionate about coaching, delivering outstanding service, and thriving in an ever-changing landscape.

Salary: Up to £40,000 plus annual discretionary manager bonus

Location: Cardiff, with easy transport links and nearby amenities

The Company

This leading UK travel insurance specialist has been helping customers travel with confidence for over 20 years. With a 4.9-star Trustpilot rating and Which? Recommended Provider status, the company is known for exceptional customer experiences and award-winning, 5-star Defaqto-rated policies.

The Role

As Customer Service Manager, you’ll inspire and lead a team of Customer Service Agents, championing the company’s values and driving a culture of service excellence. This role offers 32 days’ annual leave, a company-paid health cash plan, pension scheme, and real career progression opportunities.

Key Responsibilities of the Customer Service Manager:

• Lead and motivate Customer Service Agents to maintain high service standards
• Monitor KPIs, customer satisfaction scores, and resolution metrics
• Deliver coaching, training, and performance reviews to develop team talent
• Collaborate with internal teams to ensure seamless customer journeys
• Handle complex queries and complaints with empathy and professionalism

Required knowledge and experience for the Customer Service Manager role:

• Proven experience leading customer service or contact centre teams
• Strong understanding of sales metrics and performance management
• Excellent coaching and people development skills
• Solid grasp of Contact Centre operations and efficiency
• Passion for delivering exceptional customer experiences

If you’re ready to take your career to the next level as a Customer Service Manager in a dynamic insurance environment, apply now and be part of shaping outstanding customer journeys!

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Applicants must be located and eligible to work in the UK without sponsorship.

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