The Customer Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies
Job Summary
The Customer Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies.
This role ensures the delivery of high-quality service to brokers and internal teams, while driving operational excellence, compliance, and continuous improvement.
Howden is a global insurance group with employee ownership at its heart, offering a culture that sets them apart and a shared passion for pushing boundaries.
Matching Summary
The Customer Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies.
Skills & Requirements
Must-have
Lead telephony and live-chat teams
Oversee back-office administration
Monitor SLAs and quality scores
Act as escalation point
Ensure regulatory compliance
Drive operational excellence
Nice-to-have
Professional, approachable, and empathetic leadership
Broker-first mindset
Calm under pressure
Motivational and collaborative
Key Requirements
FCA/regulatory requirements
Experience in insurance policy administration
People leadership and performance management experience