About the role
FinEx AI summary
Assists the team manager in supervising an insurance hotline team and supporting staff on complex enquiries. Handles escalations/complaints, monitors calls and floor performance to meet customer service KPIs, and assists with resource planning and coaching. Requires a degree, IIQE Papers 1/3/5, 5 years' customer service experience incl.
Core skills
Escalated complaint handlingReal-time call and floor monitoringCustomer service KPI managementTeam supervisionCoaching and staff developmentWorkforce planning