Our client, a reputable insurance provider based in Malta, is seeking a dedicated Customer Experience Supervisor to join the team. The team acts as the first line of interaction with existing and prospective clients through the phone and email channels. The ideal candidate will ensure the delivery of a consistent, high quality customer experience through hands on coordination, oversight of customer interactions, and close collaboration with internal teams. The role focuses on ensuring timely resolution of customer issues and queries, supporting frontline teams, and strengthening customer confidence through effective service support and delivery. If you are ready to take your career to the next level and lead a talented customer support team within a thriving company, we encourage you to apply today.
MAIN DUTIES AND RESPONSIBILITIES
- 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.
CANDIDATE PROFILE
- 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.
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.