Job Description – Customer Service Manager
Role Title
Customer Service Manager
Reporting to: Service Delivery Manager
Purpose of Role
The Customer Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back‑office administration of insurance policies. The role ensures the delivery of high‑quality service to brokers, and internal teams, while driving operational excellence, compliance, and continuous improvement.
Key Responsibilities
Lead telephony and live‑chat teams to deliver first‑class broker service.
Monitor SLAs, quality scores, response times, and broker satisfaction.
Act as escalation point for complex broker and broker queries.
Back‑Office Insurance Administration
Oversee policy processing including adjustments, endorsements, cancellations, and documentation.
Ensure all administrative tasks meet regulatory and quality standards.
Support error resolution and manage operational queries from internal teams.
People Leadership & Performance Management
Lead, coach, and develop Broker Service Technicians and Administrators.
Manage recruitment, onboarding, training, and continuous development programmes.
Conduct regular 1:1s, call monitoring, coaching, and performance reviews.
Operational Oversight & Continuous Improvement
Review and optimise processes to improve efficiency and service delivery.
Identify workflow improvements and support automation initiatives.
Work closely with other teams to ensure seamless handoffs and operational alignment.
Stakeholder Engagement
Engage with all relevant stakeholders across the business.
Provide regular reporting on service performance, risks, and broker insight.
Represent Broker Services in operational meetings and cross‑functional discussions.
Governance, Quality & Risk Management
Ensure compliance with internal policies and FCA/regulatory requirements.
Conduct quality assurance checks across telephony and administrative functions.
Manage complaint escalations in partnership with Complaints & Indemnities teams.
Personal Qualities
Professional, approachable, and empathetic leadership style.
Broker‑first mindset with a passion for service excellence.
Calm under pressure with strong decision‑making skills.
Motivational, collaborative, and capable of driving team engagement.
Proactive, solutions‑driven, and committed to continuous improvement.
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