Customer Service Supervisor

Summary

To support the Operations Manager in managing workflows for the customer service team and providing strategic oversight and management of the customer service team and its operations.

Responsibilities

• • Responsible for the efficient management of the Customer service team by providing direction, ongoing feedback and coaching to all staff.
• • Improves customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring, and analyzing results, and implementing changes.

• Manage the monitoring and reporting on the following monthly activities:

  • • Renewal Notices
  • • Retention
  • • New Business – Dispatching of quotes within 24 hours
  • • Receivables
  • • Follow Ups & general Registry Management – turnaround time
  • • Customer Service Survey (Feedback Forms)
  • • Customer Complaints (ensure Complaints Log is maintained)
  • • Cancellations/Notices
• • Assist in the management of Staff Schemes
• • Authorizing of transactions
• • Oversee monitoring of customer flow (walk-ins)
• • Ensure Weekly Revenue and Monthly Retention Reports are completed and submitted as per the agreed timelines
• • Management of continuous learning and training of all Customer Service Unit Team Members
• • Conduct Cover Note/Certificate audits
• • Approve manual cover note requests
• • Conduct monthly email and/or desk audits
• • Conduct quarterly individual performance plans and performance appraisals
• • Any other related duties as assigned.

• Performance Criteria:

  • • Customer Service Satisfaction scores of 90% and above
  • • Effective customer service business processes that reflect best practice
  • • New business and renewal targets are met.
  • • General department objectives are met

• Dimensions, Authorities and Decision Making:

  • • Use of sound judgment and underwriting expertise when making decisions

Required Skills

• • Strategic thinking and management
• • Leadership skills
• • Communication proficiency
• • Customer/Client focus
• • Time management and prioritization skills
• • Interpersonal skills
• • Organizational skills
• • Knowledge of local insurance products and usages.
• • Knowledge of insurance markets and reference to markets
• • Knowledge of insurance rating and underwriting procedures

Qualifications

• • Diploma in Insurance Studies or pursuing the ACII
• • Passes in four (4) CXC (General)/ GCE O’ Level Subjects including Mathematics and English Language
• • Registered Salesman in Motor, Property, Accident and Liability

Additional Information and Instructions

• Working Conditions:

  • • Normal office environment and hours, but incumbent will sometimes be required to work beyond the prescribed schedule as required.

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