Customer Service Supervisor – General Insurance Broker

Customer Service Supervisor – General Insurance Broker

Job Title: Customer Service Supervisor – General Insurance Broker

Are you a dynamic leader with a passion for customer satisfaction? Do you thrive in a fast-paced environment where your expertise in coaching and team management can make a real impact? If so, we want you to join our team as Customer Service Supervisor at our growing general insurance Brokerage!

Why Join Us?

• Opportunity for Impact: Directly shape our customer experience strategy and contribute to client retention.
• Collaborative Culture: Work closely with multiple departments such as Sales, Underwriting, and Claims.
• Professional Growth: Continuous learning and development through training, coaching, and industry best practice sharing.

Key Responsibilities

1. Customer Service Leadership

• Lead, motivate, and mentor a team of customer service representatives to deliver exceptional service across multiple channels (phone, email, face-to-face, social media).
• Cultivate a customer-centric culture, ensuring each interaction reflects our commitment to excellence.

2. Client Relationship Management

• Act as the go-to person for complex client inquiries and escalations, including monitoring and investigating negative customer reviews.
• Proactively identify and implement strategies to boost customer satisfaction and retention.

3. Operational Management

• Manage the day-to-day performance on our CRM system (Freshdesk), tracking key metrics such as satisfaction scores and ticket volumes.
• Develop and implement policies, procedures, and best practices to drive efficiency and quality.

4. Training & Development

• Conduct regular training sessions to ensure the team is well-equipped with industry knowledge and customer service skills.
• Provide ongoing coaching and feedback to foster professional growth and improve team performance.

5. Compliance & Risk Management

• Ensure all activities comply with relevant regulations and company policies.
• Implement measures to mitigate risks and maintain high governance standards.

6. Communication & Collaboration

• Collaborate effectively with other departments to streamline processes and resolve issues.
• Communicate updates, address concerns, and maintain strong relationships with clients, stakeholders, and senior management.

Specific Daily Tasks

• Monitor ticket volumes in all departments throughout the day and intervene where needed.
• Prepare and share daily unresolved ticket reports with team leads.
• Track Customer Satisfaction scores, responding swiftly to any arising complaints.

What We’re Looking For

• Experience: Proven background in customer service leadership, ideally in insurance or a related sector.
• Leadership Skills: Ability to inspire, coach, and guide a diverse team.
• Problem-Solving Ability: Adept at handling escalated issues and crafting solutions that satisfy clients.
• Communication: Excellent written and verbal communication skills; confident presenting to stakeholders and senior management.
• Technical Know-How: Familiarity with CRM systems (e.g., Freshdesk) and a knack for using data to drive decisions.
• Compliance Awareness: Understanding of insurance regulations and risk management best practices is a plus.

Join Our Team!

If you’re dedicated to the idea that the very existence of this company depends on your ability to create and retain a customer. If you are ready to lead a high-performing customer service team and elevate our client experience, we’d love to hear from you. Apply now to become our Customer Service Supervisor and take the next step in your career with our forward-thinking insurance company!

How to Apply:
Please send your resume and a brief cover letter detailing your relevant experience to:

APPLY TO:

Please apply in writing stating your age, qualifications and job experience, no later than January 3^rd, 2025.