Customer Service Manager

Customer Journey Manager About the Role My client is seeking a compassionate, proactive, and highly organised Customer Journey Manager to become a key part of our growing team. This is a pivotal role within the business, responsible for managing and maintaining relationships with customers throughout their claims journey. As the main point of contact for many of our customers, you will ensure they feel supported, informed, and valued from initial claim acceptance through to key follow-up stages.

This is not a sales role and does not include a bonus structure. Instead, the focus is on delivering an exceptional customer experience, building trust, and supporting individuals who may be discussing sensitive or challenging personal circumstances. This is likely to be one of the busiest and most influential roles within the business, requiring someone who thrives in a fast-paced environment, can manage significant responsibility, and always remains professional and empathetic.

Benefits Salary £27,500 per annum Unlimited overtime available at time and a half on Saturdays Exciting individual bonus scheme Monday (9-6) Tuesday-Friday (9-5) Personal development and training Private medical cover planned within the next 6 months Clear progression opportunities within a growing business 20 days holiday plus bank holidays Christmas parties, team incentives, food Fridays and performance rewards

Key Responsibilities Act as a primary point of contact for customers throughout their claims journey. Build strong, lasting relationships through regular telephone and email communication. Conduct customer follow-up calls at key milestones, including 30, 60, and 90 days after benefit acceptance. Provide guidance, reassurance, and support to customers throughout the process. Handle the majority of customer interactions across the business, ensuring a consistently positive customer experience.

Carry out customer satisfaction checks and gather valuable feedback. Undertake market research activities to better understand customer experiences and identify opportunities for service improvement. Maintain accurate customer records and update internal systems. Work closely with the administration and customer service teams, who will provide ongoing support and assistance. Identify opportunities to improve customer engagement and journey processes. Ensure all customer communications are handled with professionalism, empathy, and attention to detail.

Skills & Experience Required Previous experience in a high-volume telephone-based environment. Comfortable making and receiving 70 - 80 calls per day. Experience speaking with people about sensitive, personal, or difficult situations. Outstanding communication and relationship-building skills. Excellent telephone manner with a naturally empathetic approach. Strong organisational skills and the ability to prioritise effectively. Resilient, proactive, and able to remain calm under pressure.

Keen to take ownership of responsibilities and contribute to the success of a growing organisation. Confident working both independently and as part of a wider team. Career Progression This position offers excellent long-term career prospects for the right individual. As the business continues to grow, there will be opportunities for progression into a Team Leader position, allowing successful candidates to develop their leadership skills and take on greater responsibility within the business.