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Customer Experience and Onboarding Manager

We are looking for a customer experience and onboarding manager to lead a team of claims advisors to quickly, calmly and confidently address customer issues with service, delivery or condition of products. You will maintain a professional environment for the customer service team to thrive to solve problems and increase customer satisfaction, leading to an increase in sales providing strategic reporting and input re change agenda to senior management regarding improving customer journey and improving customer retention.

Key responsibilities and accountabilities:

  • Oversees all aspects of the customer service experience, from inception to conclusion, to troubleshoot processes and procedures and make improvements of customer service quality
  • Implements effective processes for new claims advisors to interact with customers via telephone, email, live chat or instant message
  • Provides training on handling of sensitive customer service issues
  • Monitors and reviews processes for ways to make procedures more time and cost-effective
  • Makes regular reports to upper management about department milestones and progress
  • Holds regular meetings with department staff to discuss expectations and hear team concerns
  • Plans and maintains departmental budget
  • Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
  • Coordinates with marketing team to incorporate plans to increase customer satisfaction
  • Manages issues with the team leaders/staff through assessment and subsequent corrective action protocol
  • Ensures work environment is compliant with all applicable laws and regulations via collaboration with compliance team
  • Identifies and coordinates PR opportunities between business and external agencies
  • Identifies and contributes to event opportunities which support and drive strategic lead generation opportunities
  • Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure and collaboration with Data Protection Officer
  • Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department

Key competencies

Good Communication Skills, Leadership Experience/Potential, Critical Thinker, Problem Solver, Analytical, Customer Service, Accurate Record Keeping, Knowledge of Sales & Marketing

Location Hull
Salary DOE
Job Type Customer Service
Department New Claims
Closing Date 27th September 2020

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