Our client is dedicated to the retirement, investment, and protection needs of individuals, families, and companies. This role involves leading and motivating a customer service team across multiple product lines, ensuring that service level targets are clearly communicated and consistently met. The successful candidate will be a confident communicator, capable of effectively engaging with team members and sharing the organisational goals that emphasise the importance of customer-centric service. They will develop and improve team members' skills through coaching and mentoring while promoting a culture of professionalism in accordance with legislative requirements. The position is full-time and requires the ability to manage team performance proactively while addressing any issues fairly. The client strives to ensure customer satisfaction by embedding a deep understanding of the customer experience within the team and meeting agreed Key Performance Indicators (KPIs).
Job Duties:
- Lead the team by recruiting, developing, coaching, and supporting members with confidence.
- Encourage innovation and empowerment within the team while supporting organisational changes.
- Take a proactive approach to staff development to maximise team potential.
- Address performance issues fairly and meet the requirements of the Training and Competence Scheme.
- Champion the voice of the customer across the team, ensuring customer experience remains a top priority.
- Manage flexible resource levels to quickly adapt to fluctuations in volume and maintain service quality.
- Plan and prioritise tasks effectively to achieve successful outcomes.
- Identify process improvements collaboratively with the Performance and Oversight function.
- Resolve complex issues and complaints in accordance with regulatory procedures, working with others to secure optimal outcomes.
- Ensure agreed controls are implemented and risks appropriately managed.
Job Requirements:
- Knowledge of relevant insurance products and policy conditions.
- Experience in managing high volume, single/multiple product customer service tasks.
- Familiarity with customer service management in a shared services setting.
- Understanding of risk and control management relevant to the insurance sector.
- Awareness of data protection practices and handling sensitive information.
- Knowledge of regulatory complaint handling processes.
- Excellent people management and leadership skills.
- A positive "Can Do" attitude and ability to operate in a fast-paced environment.
- Strong organisational and prioritisation skills for optimal service management.
- Effective verbal and written communication for clear interactions with customers and team members.
- Strong listening skills to address areas of confusion.
- Ability to influence individuals and ensure understanding of decisions and changes.
What You’ll Love:
This role allows for significant impact on both customer service standards and team development. The organisation values its employees and aims to foster a culture that promotes growth and innovation. Colleagues are encouraged to take part in training and professional development, with flexible working arrangements available to suit individual needs. Our client is committed to building a diverse and inclusive workplace where everyone can thrive. The focus on employee well-being and career progression makes this a rewarding environment for those looking to grow in their careers.
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