Head of Customer Service (m / w / d)

Head of Customer Service (m / w / d)

10 / 03 / 23

Opteven : „Surely exciting!“

As an agile service provider to the automotive industry with a focus on motor insurance, we are always looking for new challenges and always go the extra mile for customers and employees.

Strong growth coupled with many years of experience in the industry show that innovation and quality are driving forces at Opteven.

That is why our services are rewarded with loyalty by our customers. The coming years will be marked by growth and the expansion of our product range. With us, you can both accompany us on our course and help shape the company’s further development and leave your footprint.

It is not for nothing that our motto is : “Our employees first”.

As an employer, we are convinced that a company’s greatest asset is its employees. That’s why shared success, personal development and the feel-good factor at work are particularly important to us. Every employee should feel comfortable, be able to develop further and be perceived holistically and individually.

To strengthen our team of 28 employees, we are looking for the following person to start as soon as possible a

Head of Customer Service (m / w / d)

Goals of the department

The Customer Service department is newly created by a business extension of our portfolio to a B2C product. The department will be newly created for this purpose and will be a premiere in the Opteven Group as such : from the experience gained in this department, the Group will expand its know-how in order to be able to respond to B2C requests throughout Europe.

On the one hand, the Customer Service department will be in charge of the entire contract administration for the end customers, on the other hand, it will be the hub for all other customer concerns to the other departments (first level or assignment of requests).

Your mission

As the head of an emerging department, you will initially be responsible for supporting the launch of the new product : From the pilot phase to the full operational transition, you will shape the integration of the new product together with the project team. As an interface between the Opteven operational teams (B2B team, claims department, financial accounting) you will ensure that the process runs as smoothly as possible for the clients and your team. As a liaison between our client and Opteven, you will clarify issues and ensure that the transfer of functions works down to the last detail. You report to the managing director.

Field of activity as Head of the new Customer Service department

• Ensure that lessons learned from the pilot phase are implemented for the full transition

Ensure that operational processes of policy issuance, contract creation and management of car warranties are flowing and systematized

Coordinate operations with the B2B customer department (especially regarding transition of policies from B2B to B2C)

Cross-functional project work with local as well as with the headquarter in France in claims management, accounting, IT and sales

Development of process documentation and reporting in line with the requirements of our client

Monitoring of compliance requirements

Field of activity as team leader

Participation in recruitment measures and team building

Participation and involvement in the induction of new employees in the own team

Agreeing on annual goals for employees, conducting regular evaluation meetings

Identify ongoing training needs

Required profile

Experience in B2C customer service an advantage, but not a prerequisite

Service mentality and customer focus

Solution-oriented approach with a view to growth-oriented decision making

Good communication skills and interest-oriented negotiation skills

Ideally professional experience in the field of activity (insurance / automotive industry

English language skills (business fluent), alternatively / ideally French language skills (business fluent), German at least C1 for business purposes

A central location, directly next to the zoo

A young company in growth with the support of an international group

A great working atmosphere in a relaxed team environment

Flat hierarchies and room for ideas

An ambitious growth plan and development opportunities

Regular employee events

30 days vacation

Job ticket with 50% promotion

Zero overtime” regulation for employees without personnel responsibility

Possibility of FlexOffice (teleworking) up to 3 days a week incl. equipment by the employer

Employer-sponsored pension plan (above-average promotion)

Employer-funded supplementary health insurance

Fruit basket and free drinks

Individualized employee development

Quarterly employee appraisals with concrete target agreements

Individual training plan

Transparent, performance-related compensation