Customer Service Manager

This role is based in the company offices in Gibraltar (Southern Europe) and is NOT a remote role so you would need to relocate to Southern Europe.

RecruitGibraltar needs a Customer Service Manager for one of our clients who is a successful insurance company based in Gibraltar.

You will manage the existing customer service teams, ensuring they provide excellent customer service and meet SLA requirements in line with the company standards.

You must live in the Gibraltar or Southern Spain area

What is the plan for the Customer Service Manager role?

Monitor service performance and adherence to agreed-upon service level targets
Take ownership of customers’ issues and follow problems through to resolution
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Undertake monthly 1:1’s and performance reviews
Control resources and utilise assets to achieve qualitative and quantitative targets
Manage approximately 20 staff (which includes 2 senior agents)

What will you do as a Customer Service Manager?

Previous experience as a Customer Service Manager in a call centre environment is essential.
Knowledge of management methods and techniques
Fluency in English
Ability to think strategically and to lead
Experience in insurance would be an advantage but not a requirement for the right candidate.
There will be a requirement to obtain formal qualifications through the Chartered Insurance Institute, which is fully supported.


Salary based on experience and benefits package.