Customer Support Manager

Birmingham | Haywards Heath | London | full-time

Posted: 26/08/2021
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Closing on: 30/09/2021

Job summary

As a Customer Support Manager, you are a passionate people person, with the skills, dedication and attitude to succeed in a dynamic ambitious company, providing market leading service standards. Utilising your given experience, you will ensure your teams meet and redefine operational targets by identifying opportunities to drive operational efficiencies to the benefit of customer and colleagues alike. Bringing to life our core values you will collaborate across the business to support ongoing innovation and help challenge traditional ways of working within the insurance industry.

Note: This role is categorised as an Insurance Distribution role by the FCA and works under the FCA’s SM&CR and Conduct Rules.

Your key responsibilities

  1. Set a compelling vision and direction for the team to achieve its targets and build in line with our strategy and Values.
  2. Work with the Head of Customer Support, CSMs and Workforce Analysts to determine overall resourcing requirements, both in-house and outsourced, and ensure efficient and cost-effective planning and scheduling.
  3. Use MI and qualitative observations to monitor performance, take proactive corrective action and exploit opportunities for improvement.
  4. Manage Team Leaders to ensure adequate support and supervision is available to the team at all times.
  5. Delegate effectively to enable development and decision-making to be taken at the most appropriate level.
  6. Oversee setting of performance and personal development goals to provide focus and opportunity for all team members and enable cross-skilling between team members.
  7. Manage implementation and monitoring of the CS training and competence scheme to ensure compliance with regulatory standards and general good management practice.
  8. Maintain good team communications through daily, weekly updates and participating in a bi-weekly newsletter to ensure all team members are aware of team and product performance.
  9. Oversee and monitor impact of onboarding and training plans to ensure quick integration into the business and achieve good learning and performance outcomes.
  10. Liaise effectively and collaboratively with colleagues across the company to support specific harmonisation, IT and other projects and help ensure benefits are realised.
  11. Manage ongoing operational relationship with our external partners in order to drive performance and complete cost analysis to ensure value for business.

How you’re measured

  • Customer feedback and satisfaction targets.
  • Quality assurance and productivity targets.
  • Compliance / regulatory requirements.
  • Employee satisfaction results / eNPS.
  • Team performance and personal development.
  • Cross-channel service level agreements.
  • Reporting and MI requirements.

What you bring

Knowledge

  • Customer service performance standards and metrics.
  • Operational business planning and budgeting.
  • Use of management information and financial data.
  • Underwriting principles and risk assessment.
  • Strong understanding of the value and impact of products and services provided.
  • Fluent system knowledge of contact centre technology and BI tools.
  • FCA requirements relevant to the business.
  • SM&CR regime and ‘Treating Customers Fairly’ principles.
  • Knowledge of insurers, brokers, products and FCA requirements relevant to the business.
  • Awareness of financial risk / crime (including anti-bribery and anti-fraud provisions).

Skills and personal attributes

  • Customer obsessed with a genuine drive to deliver incredible service.
  • A leader who sets a compelling vision for the team, based on our Values.
  • Coaching and delegation skills with a focus on constructive feedback.
  • Performance management skills with a focus on meaningful goals and personal development.
  • Flexible planning of resources and priorities, both short and medium term.
  • Recruitment assessment and selection expertise.
  • Relationship building across the wider team.
  • Influencing others towards achieving goals.
  • Good written and spoken communication skills in English, including report-writing.
  • Analytical and uses a range of data to support decision-making.
  • Able to create accurate and insightful MI.
  • Excel competence at Advanced level.

Experience and qualifications

  • Degree or equivalent business experience
  • GCSE or equivalent pass in Maths and English
  • Managerial experience in multi-channel contact centre, typically at least 2 years
  • Demonstrable track record in improving team / business performance
  • Working in a fast-paced environment where change is the norm
  • Experience of growing a team and volume recruitment
  • Insurance / financial services experience is preferred
  • Experience working in a regulated business is preferred

This job description highlights the main areas of responsibility. As we are a high-growth organisation, it is not intended to be a complete list of all duties and may change with the evolution of the business.

Download the job description

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

Up to £52,000pa


Benefits

  • 25 days' holiday
  • Private health scheme
  • Contributory pension
  • Life assurance (3 x annual salary)
  • Employee Assistance Programme
  • Cycle scheme
  • Season ticket loan
  • Nationwide gym discount scheme
  • Health support service
  • Other lifestyle benefits
  • Superb modern office environment (with treats and extras)
  • Great practical support for homeworking
  • We're a fun and sociable business - both online and in person (when we can !)

Hours of work

Our standard working week is 37.5 hours, typically 09:00 to 17:30 from Monday to Friday. Hybrid working with a requirement to be in the office 2 days per week. Occasional travel to other sites may be required.


Line manager

Head of Customer Support


Locations

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Unit 1B, 1-10 Summers Street, Farringdon, London EC1R 5BD

Apply for Role

Submit your details and CV here to apply.

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If you were referred to this opportunity by someone who works here, please let us know their name.
To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder