Claims Customer Service Supervisor

About the Role

As a Customer Service Supervisor, you will play a vital role in ensuring our customers receive an exceptional experience across all touchpoints. You will support and guide the Claims Customer Service team while working closely with leadership to identify opportunities for improvement, remove obstacles in workflows, and enhance the overall customer journey. You will act as a key escalation point and a driver of change through active problem-solving and continuous development initiatives.

Key Responsibilities

Lead by example on the floor, supporting Claims Customer Service Agents (CCSAs) in real-time with call handling, issue resolution, and customer engagement. Take ownership of escalated queries to ensure timely and satisfactory outcomes for customers. Identify and report bottlenecks in processes, recommending and supporting implementation of improvements to customer service delivery. Coach and mentor team members to help improve skills, confidence, and performance. Monitor and report on service performance, SLAs, and KPIs, highlighting trends and areas for improvement to senior leadership. Foster collaboration across departments to ensure a smooth customer journey, proactively seeking solutions to cross-team challenges. Support testing and feedback of new systems, tools, or processes that impact the customer service function. Respond professionally to enquiries through phone, email, and live chat during quieter periods. Encourage and uphold a high standard of professionalism, compliance, and customer care in line with company and regulatory guidelines.

About You

Proven experience in a phone-based customer service or call centre role (insurance industry experience ). Passionate about delivering excellent customer service and improving team performance. Natural problem solver with the ability to think critically and creatively. Highly organised with a proactive, can-do attitude and ability to work under pressure. Strong interpersonal and communication skills, with the ability to lead, motivate, and support a team. Comfortable giving and receiving constructive feedback and navigating challenges with a solutions-focused mindset. Confident working with systems and comfortable learning new tools (experience with UAT is a bonus). Able to work collaboratively and independently in a dynamic environment.

What We Offer

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23 days holiday (plus your birthday off), increasing with length of service \n

Life assurance (4x salary) \n

Company pension and private healthcare support \n

Employee assistance programme and mental health support \n

Discounts at well-known retailers \n

Discretionary lunch provided \n \n

Working Pattern

Monday to Friday, 9am–5pm Office-based at SP1 3TB