Customer Service Manager

Howden Group

Hybrid
Lead telephony and live chat teams
Oversee back-office insurance administration
Ensure regulatory compliance with fca requirements
The Customer Service Manager leads all broker-facing telephony and live chat teams while overseeing back-office administration of insurance policies

Job Summary

  • The Customer Service Manager leads all broker-facing telephony and live chat teams while 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 and continuous improvement.
  • Howden offers a career defined by diversity, reasonable adjustments including flexible hours or hybrid working, and a culture driven by shared values.

Matching Summary

The Customer Service Manager leads all broker-facing telephony and live chat teams while overseeing back-office administration of insurance policies.

Skills & Requirements

Must-have

  • Lead telephony and live chat teams
  • Oversee back-office insurance administration
  • Ensure regulatory compliance with FCA requirements
  • Manage broker satisfaction and SLAs
  • Conduct performance reviews and coaching

Nice-to-have

  • Broker-first mindset with passion for service
  • Calm under pressure with strong decision-making
  • Proactive solutions-driven approach to improvement
  • Motivational collaborative leadership style

Key Requirements

  • Experience leading customer service teams
  • Knowledge of insurance policy administration
  • Understanding of FCA regulatory requirements

Work Rights

Not specified

Tailored Resume

Cover Letter