MERJE is seeking a dynamic Customer Service Manager to lead a high-performing team for a leading UK travel insurance specialist. This role offers an exciting opportunity to drive service excellence, coach talent, and shape customer experiences in a fast-paced environment.

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

Location: Southend-on-Sea, Essex

The Company

This insurance sector leader boasts a 4.9-star Trustpilot rating and is a Which? Recommended Provider. With over 20 years of experience, they specialise in travel insurance, including cover for pre-existing medical conditions, making travel accessible to all.

The Role

The Customer Service Manager will inspire and lead a team of agents, championing service excellence and driving performance. This role offers 32 days’ annual leave, a company pension scheme, and real career progression opportunities in a supportive, friendly environment.

Key Responsibilities of the Customer Service Manager:

• Lead and motivate a team of Customer Service Agents
• Monitor KPIs and customer satisfaction scores to maintain high service standards
• Deliver coaching and structured training to develop team talent
• Collaborate with internal teams to ensure seamless customer journeys
• Handle complex queries and escalated issues with 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 an experienced Customer Service Manager looking to make a significant impact in a dynamic insurance environment, apply now for this exciting opportunity!

_________________________________

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

Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.

If you would like this job advertisement in an alternative format, please contact MERJE directly.