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12 days ago
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Digital Customer Service Manager (Live Chat)


Swinton
Basic Salary: £30,000 - £40,000
Location: Manchester
Job type: Permanent
Category: Customer Service Jobs
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Job ID: 293

Digital Customer Service Manager (Live Chat)

Location: Manchester

Role Type: permanent - full time

Salary: £30,000 - £40,000

Working Hours: 37.50 per week

The Role

Digital Customer Service Manager (Live Chat)

We are Swinton Insurance. We've been helping people to find insurance for over 60 years. And we're far from done. With a fresh focus, a clear vision and some incredible projects on the go, there’s never been a better time to join us – and to develop your career with one of the UK's leading digital Insurance Brokers.

This role is for someone with a strong background and understanding of Social Media and Live Chat who can help grow and develop this department. The ideal Live Chat Manager will be confident, self-motivated and have excellent verbal and written communication skills with a very good eye for detail.

Key Accountabilities
• Lead a Digital team of contact centre customer service associates to deliver against Scorecard key performance indicators, uBusiness performance – income, sales and cost targets
• Develop, empower and inspire Customer Service Associates to take personal accountability for customers and driving sales through service – nurturing an environment of continuous improvement
• Review digital communication channels and ensure Swinton is effective in its Digital experiences
• People management activity in relation to recruitment, absence and conduct, performance, coaching and engagement
• Responsible for improvement of employee engagement and overall engagement culture though understanding of employee engagement surveys and necessary action planning
• Adopt & implement an effective on boarding process across to ensure the ongoing support & development of team members to attain & maintain competency.
• Role model Swinton values and behaviours to demonstrate the standards expected of Customer Service Associates

Experience & Qualifications
• Experience of leading and managing team in a contact centre (specifically Digital Social and Live Chat)
• Excellent coaching skills with the ability to improve both individual & team performance
• Experience in delivering a proactive and high level of customer experience
• Experience of using training & development as a key motivator
• Intermediate Maths, English and IT skills
• IT/Computer Literate

Skills
• Articulate with outstanding communication skills with the ability to build a rapport with colleagues/customers
• Strong relationship building skills
• Motivated with the ability to manage own workload
• Proven ability to multi task and take decisions on what is best for the business
• Proven ability to adapt approach
• Demonstrable knowledge and experience of risk management, in a regulated environment

Desirable
Experience within the Insurance sector, preferably within Insurance Brokering

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit enquiry, a criminal record check, residency and right to work checks.
Job ID: 293

Digital Customer Service Manager (Live Chat)

Location: Manchester

Role Type: permanent - full time

Salary: £30,000 - £40,000

Working Hours: 37.50 per week

The Role

Digital Customer Service Manager (Live Chat)

We are Swinton Insurance. We've been helping people to find insurance for over 60 years. And we're far from done. With a fresh focus, a clear vision and some incredible projects on the go, there’s never been a better time to join us – and to develop your career with one of the UK's leading digital Insurance Brokers.

This role is for someone with a strong background and understanding of Social Media and Live Chat who can help grow and develop this department. The ideal Live Chat Manager will be confident, self-motivated and have excellent verbal and written communication skills with a very good eye for detail.

Key Accountabilities
• Lead a Digital team of contact centre customer service associates to deliver against Scorecard key performance indicators, uBusiness performance – income, sales and cost targets
• Develop, empower and inspire Customer Service Associates to take personal accountability for customers and driving sales through service – nurturing an environment of continuous improvement
• Review digital communication channels and ensure Swinton is effective in its Digital experiences
• People management activity in relation to recruitment, absence and conduct, performance, coaching and engagement
• Responsible for improvement of employee engagement and overall engagement culture though understanding of employee engagement surveys and necessary action planning
• Adopt & implement an effective on boarding process across to ensure the ongoing support & development of team members to attain & maintain competency.
• Role model Swinton values and behaviours to demonstrate the standards expected of Customer Service Associates

Experience & Qualifications
• Experience of leading and managing team in a contact centre (specifically Digital Social and Live Chat)
• Excellent coaching skills with the ability to improve both individual & team performance
• Experience in delivering a proactive and high level of customer experience
• Experience of using training & development as a key motivator
• Intermediate Maths, English and IT skills
• IT/Computer Literate

Skills
• Articulate with outstanding communication skills with the ability to build a rapport with colleagues/customers
• Strong relationship building skills
• Motivated with the ability to manage own workload
• Proven ability to multi task and take decisions on what is best for the business
• Proven ability to adapt approach
• Demonstrable knowledge and experience of risk management, in a regulated environment

Desirable
Experience within the Insurance sector, preferably within Insurance Brokering

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit enquiry, a criminal record check, residency and right to work checks.
Apply

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