Service Manager - German language

Job Title: Service Manager - German language

Location: Shoreham-by-Sea

Salary: GBP31,700 + bonus (GBP3,500 per annum)

Full time, 37.5 hours on a rostered basis, with the core hours being between 08.00-20.00 (including 1 in 4 weekend weekends and bank holidays).

Our client based in Shoreham-by-Sea is looking to recruit a Service Manager. This is a fantastic opportunity for an individual with excellent communication skills both verbal and written, and excellent customer service skills to join a dynamic teamwork culture.

To manage, motivate and develop a team of agents and a Team Leader to meet departmental service level agreements, personal objectives and business goals, whilst ensuring company and industry policies are adhered to. Responsible for day to day team operations and applications of organisational policies and procedures. Monitors performance of staff to achieve performance standards and conducts performance reviews and appraisals. Supports manager in developing customer service objectives works collaboratively with other areas to achieved business requirements and project manage new initiatives.

Responsibilities

Ensures call/email SLAs are met for Sales and Service or Corporate and Leisure accounts through oversight of team work flow and managing resources and implementing initiatives to reduce attrition
Proactively handles escalated calls from Team Leader to ensure complaints are resolved at the informal stage, logged appropriately, trends analysed and used as an opportunity for future improvements
Contributes to effective written and verbal communication to all levels of seniority within the business, as well as external stakeholders, including clients, supplier/providers, global centres & OSPs as defined in the Communication Strategy
Collaborates with peers to ensure effective handover and/or feedback and refers to Head of Operations to provide daily updates or escalate issues.
Escalates issues, risks, ideas/suggestions to senior management as needed to ensure business effectiveness and processes continue to be fit for purpose
Contributes to all meetings to support effective customer service, case management, TCF and cost control
Ensure audits, email reviews and call monitoring is completed and reviewed within timelines and all action taken to redress and escalate
Monitoring of transactions through exception report sampling, audits and call monitoring and make recommendations for process improvements to drive efficiency and improved customer outcomes
Responsible for all team HR processes, including Attendance, Disciplinary and Capability Management.
Responsible for hiring and recruitment activity including building strong relationships with direct educational agencies
Attend Account Management meetings and liaise with clients where required
Review dashboards and departmental MI to identify trends team performance and product complaint trends
Review Budget/Forecast versus actual Cases/Calls or Sales and report back where variables are identified.
Review and update processes maps to ensure department works efficiently within regulatory guidelines
Ensure departmental policy and procedures are adhered to through regular monitoring (record keeping and end user policy, user re certification)
Ensure Business Continuity Planning and review is undertaken on a regular basis and report any facility issues
Daily 'inspirational' management and motivation of employees to consistently meet contracted SLAs, deliver TCF initiatives and Astonishing Customer Service and identify training needs where needed.
Help create a 'customer driven' culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals.
Conduct monthly reviews and 6-monthly appraisals with direct reports to review performance and progress in line with the T and C Scheme and Capability Process
Providing weekly/monthly team performance reports, including case management errors and leakage
Support Manager with the implementation and delivery of process improvement and new departmental initiatives where required.
Liaise with the Training department to organise relevant training sessions and provide product, system and customer service training to staff where required.
Effective and confident problem solving skills required to make decisions in absence of Senior Manager
Participates in self-development, through training, mentoring, content specific training, as well as feedback to line-manager on progress.
Carry out your accountabilities and objectives within the framework of our TCF policy and ensure decisions made have the customer central to the decision processRequirements

German language
Experience of managing a team within travel insurance environment.
Knowledge of coaching and mentoring techniques to be able to develop and support others on a day-to-day basis.
Strong people Management skills/experience
Good numeracy, literacy and attention to detail.
Excellent organisational, planning and problem solving skills
Ability to communicate at different levels and negotiate and adapt to challenging situations
Excellent initiative and problems solving skills and experience of implementing new initiatives and managing change
Knowledge of Microsoft Office applications, Liberty, CMS, Nice systems.

For more information please contact Jamie Watson at Clearline Recruitment