Make a real impact by guiding a high performing customer service team in a fast paced regulated environment.
The Role
This is a hands on leadership role where you will inspire your team to deliver outstanding customer experiences every day.
About You
You are a confident people leader who thrives in a regulated environment and knows how to bring out the best in others.
The Role
This is a hands on leadership role where you will inspire your team to deliver outstanding customer experiences every day.
- Recruit lead motivate and develop a customer service team across single or multiple product lines
- Ensure service level targets quality standards and budget controls are fully understood and met
- Champion a customer first culture aligned to Company values
- Coach mentor and support team members to build skills confidence and capability
- Manage team performance fairly addressing issues and supporting continuous improvement
- Champion voice of Customer and ensure KPIs are achieved and reported accurately
- Plan and manage flexible resourcing to meet changing business demands and peak volumes
- Build strong collaborative relationships across teams and the wider business
- Resolve complex issues and complaints in line with regulatory procedures
- Support process improvements and ad hoc project work as required
About You
You are a confident people leader who thrives in a regulated environment and knows how to bring out the best in others.
- Strong knowledge of insurance products policy conditions and the wider insurance sector
- Proven experience managing teams in a high volume customer service or shared services environment
- Excellent people management coaching and leadership skills
- Positive can do attitude with the confidence to deputise for the Manager when required
- Ability to work at pace manage pressure and prioritise effectively
- Strong understanding of risk control data protection and regulatory complaint handling
- Resource management MI production analysis and commercial decision making
- Experience handling complaints ideally within an FCA regulated environment
- Related Finance professional qualification
- Competitive Salary & Market Leading Benefits Package
- Opportunity to lead and shape a motivated customer service team
- Ongoing coaching development and career progression opportunities
- Chance to influence customer experience and business performance