Customer Excellence Manager

Found in: Appcast Linkedin GBL C2 - 2 weeks ago

London Area, United Kingdom Insight Select Full time

Customer Excellence Manager / Full time / Permanent / Hybrid


Our client, a leading and global insurance organisation, are seeking a Customer Excellence Manager to join them on a full-time permanent basis. You will be responsible for overseeing and managing the senior leadership team within Quality Auditing. Within this role you will play a crucial role in driving the highest standards across all areas.


Role and Responsibilities:

  • Work with Team Managers in a collaborative and motivating way and ensure team performance is maximised
  • Identify process and procedure improvements
  • Drive consistency within customer service
  • Ensure KPI’s are achievable with customer principles embedded in every process, whilst continuing to
  • Create a positive environment by where you seek out opportunities to congratulate staff for high performance
  • Oversee and develop the implementation of quality assurance processes and ensure regulatory compliance is adhered to
  • Effective management of the complaints handling process
  • Work closely with the technical team to facilitate change and enhance existing systems
  • Ensure you work closely with the credit risk team to assess and manage risk strategies and ensure the companies financial interests are protected


Essential Skills:

  • Previous experience in managing management with large groups of technical employees
  • Solid understanding of people, process and technology drivers in operations
  • The ability to work in an everchanging and extremely fast paced environment
  • Interested in successful outcomes and effective personal development
  • Drives successful results
  • Always putting the customer first and ensuring that this is business priority
  • Previous experience in the financial services industry is desirable
  • Previous experience in managing multiple managers with large teams


Package:

  • £75,000 basic salary
  • Annual bonus
  • Excellent benefits including private healthcare
  • 25 days holiday plus bank holidays
  • Hybrid working

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