Customer Experience Supervisor

• Dynamically manage the team to respond to changing customer demand volumes and to adapt to changing client requests.
• Provide day to day guidance and support to team members.
• Encourage consistent application of service standards and customer focused behaviours.
• Coordinate daily customer experience activities to ensure requests and enquiries are handled accurately and within agreed timelines.
• Act as a point of reference for complex or sensitive customer cases, ensuring appropriate follow up and resolution.
• Ensure customer interactions are properly logged, tracked, and concluded in line with internal standards.
• Provide management information in the form of key metrics that provide insights into market developments and trends.
• Monitor service trends, volumes, and turnaround times to support effective customer management.
• Prepare concise operational summaries highlighting key themes and improvement opportunities.
• Escalate risks or service gaps internally with clear, practical recommendations.
• Take ownership of high impact or time sensitive customer cases, including direct interaction with customers where required.
• Support service recovery actions to maintain customer trust and confidence.
• Liaise with internal teams to resolve customer matters efficiently and with minimal disruption.
• Identify recurring service challenges and areas where customer experience can be strengthened.
• Support the implementation of practical, operational improvements to customer handling and communication.
• Promote proactive customer management to ensure issues are addressed early and effectively.
• Perform and oversee customer support related administrative tasks, including documentation, case updates, and internal trackers.
• Ensure records of customer interactions and outcomes are complete, accurate, and timely.
• Work closely with Operations, Policy Issuing, Policy Servicing, Claims, and other stakeholders to ensure customer matters are resolved end to end.
• Follow up on dependencies affecting customers and support timely completion.
• Contribute to gradual improvements in processes, templates, and customer communication.
• Act as a feedback channel between customers, frontline teams, and management.

• Proven experience in customer support, ideally within a call centre environment.
• Experience in a team leadership, supervisory or managerial role.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to multitask and prioritise effectively.
• Problem-solving mindset with a focus on delivering outstanding customer service.
• Knowledge of insurance products is desirable but not essential.
• A proactive, approachable, and supportive attitude.

GRS Recruitment