Full Time

Job Description

Introduction

The Customer Care Manager oversees the full spectrum of customer engagement channels, including Call Centre and Electronic Query Management to ensure efficient, consistent, and high-quality service delivery. The role provides leadership, operational control, quality assurance, and continuous improvement across inbound calls, outbound campaigns, CRM queries, emails, digital channels, and provider support platforms.

Duties & Responsibilities

Leadership, People Management & Team Development

Lead and manage all call centre and electronic query teams to deliver against service and performance targets.

Oversee performance reviews, coaching, skills development, and Individual Development Plans (IDPs).

Ensure adequate capacity planning, cross-skilling, and staff motivation.

Manage disciplinary processes when required.

Customer Service & Quality Assurance