Customer Service Operations Manager

As the Customer Service Operations manager here at Superscript, you will play a crucial role in shaping and executing our customer service operations strategy. You will oversee the day-to-day operations of the customer service department, leading a team of three customer success executives, along with a customer operations Administrator. You will ensure efficient and effective customer service delivery, handle escalated customer issues, and implement strategies to improve customer satisfaction and retention.

What you'll get up to:

• Lead, motivate, and manage a team of customer success executives.


• Provide coaching, training, and performance feedback to ensure high-quality service delivery.


• Allocate resources effectively to meet service level agreements and customer expectations.



• Handle escalated customer inquiries, complaints, and complex issues in a timely and satisfactory manner.


• Investigate root causes of customer problems and implement corrective actions to prevent recurrence.


• Liaise with other departments to resolve customer issues that require cross-functional collaboration.


• Provide the team support at times of high volume or absence to ensure customer experience impact is mitigated and SLAs are met.



• Foster a culture of continuous learning and development within the customer success/service team.
  
  Proven experience in a customer service management role, from within the insurance industry or related field preferred.


• In-depth knowledge of insurance products, policies, and regulations.


• Strong leadership skills with the ability to inspire and motivate teams.


• Excellent communication and interpersonal abilities.


• Analytical mindset with proficiency in data analysis and process improvement methodologies.


• Adept in technology (various systems will be used).


• Commitment to delivering exceptional customer experiences and driving customer satisfaction.
  
  A competitive salary and the ability to grow your career at the UK's leading Insurtech


• An amazing team and founders, supportive board and investors


• 25 days holiday - so there's plenty of time for work, rest and play


• 20 hours a year to undertake voluntary work


• Hybrid way of working for the perfect work / life balance


• Vitality private health and dental insurance


• Great pension (up to 10% on top of your salary)


• Full access to Spill, our mental health platform


• Cycle to work scheme


• Latest Apple tech gear & everything you need to be set up for success


• Fun, modern and informal office environment with regular team social events ️


• Central London location