CSPJP000TBC - Customer Excellence Manager (Contract)
3 weeks ago
Responsibilities: This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefront To have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approach To supervise, develop, lead and motivate a team or teams to deliver operational requirements, ensuring all targets are achieved whilst continually meeting all quality, regulatory and procedural standards Leadership and Management: Provide leadership, guidance, and support to the Managers of the 4 teams - QA, Complaints, Technical and Credit Risk (c. 30 FTE). Set clear objectives, monitor performance, and foster a culture of excellence and continuous improvement. Quality Assurance: Oversee the development and implementation of quality assurance processes and procedures to ensure compliance with regulatory requirements and adherence to company policies and standards. Conduct regular audits and reviews to identify areas for improvement and implement corrective actions as needed. Complaints Management: Manage the complaints handling process to ensure timely and effective resolution of customer complaints. Implement strategies to prevent recurrence of issues and improve overall customer satisfaction. Analyse complaint trends and provide recommendations for process enhancements. Credit Risk Management: Work closely with the Credit Risk team to assess and manage credit risk associated with life insurance policies. Develop and implement risk mitigation strategies and controls to protect the company's financial interests and ensure compliance with regulatory requirements. Stakeholder Engagement: Collaborate with internal stakeholders, including senior management, department heads, and cross-functional teams, to drive alignment and support the achievement of business objectives. Serve as a key point of contact for customer excellence-related matters and provide regular updates and reports to senior leadership. Training and Development: Identify training needs and opportunities for professional development within the customer excellence teams. Provide coaching, mentoring, and training to enhance team capabilities and ensure a high level of expertise and competency.Trends, themes, root cause analysis as a department, not just as individual teams will be critical to the success of this centre for excellence Reporting to internal committees Knowledge and Experience: Coach, develop, manage and appraise the team to maximise individual and team performance Deliver consistently good customer service and achievement of KPI targets with Customer principles embedded in every process and service contract Identify process and procedure improvements, validate them with secondary control functions including Risk and Compliance, and champion approved changes Seek out and act on opportunities both large and small to congratulate staff for excellent work with intermediaries or policyholders, and drive high morale Significant experience in managing via managers large groups of technical employees Preferably have experience in managing QA and/or Complaints to be able to leverage expertise and have a vision of what excellent looks like Good understanding of People, Process and Technology drivers/measurement in Operations. Resilient, able to cope with fast change, organised and logical Interested in successful outcomes and effective interpersonal skills, aware of personal impact Is honest, transparent, has high standards of personal integrity and champions our client at all times. Drives self and others to deliver successful results Works in a collaborative way to achieve positive outcomes and has a positive attitude, embraces and owns challenges, pro-actively influences successful outcomes. Drives business success by placing the customer at the core of all you do
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CSPJP000TBC - Customer Excellence Manager
4 weeks ago
Reigate, Surrey, United Kingdom Experis - ManpowerGroup Full timeResponsibilities: This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefront To have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approach To supervise, develop, lead and motivate a team or teams to...
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CSPJP000TBC - Customer Excellence Manager
4 weeks ago
Reigate, United Kingdom Experis Full timeResponsibilities:This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefrontTo have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approachTo supervise, develop, lead and motivate a team or teams to...
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CSPJP000TBC - Customer Excellence Manager
4 weeks ago
Reigate, United Kingdom Experis Full timeResponsibilities: This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefront To have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approach To supervise, develop, lead and motivate a team or teams to...
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CSPJP000TBC - Customer Excellence Manager
4 weeks ago
Reigate, United Kingdom Undisclosed Company Full timeResponsibilities:This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefrontTo have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approachTo supervise, develop, lead and motivate a team or teams to...
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Customer Excellence Manager
4 weeks ago
Reigate, Surrey, United Kingdom Undisclosed Full timeTitle: Customer Excellence Manager Length: 6 months Rate: £550.00 P/D via Umbrella Location: Reigate – 2 days in the office What you need to know: Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and...
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Customer Excellence Manager
4 weeks ago
Reigate, Surrey, United Kingdom Undisclosed Full timeTitle: Customer Excellence Manager Length: 6 months Rate: £550.00 P/D via Umbrella Location: Reigate – 2 days in the office What you need to know: Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and...
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Customer Excellence Manager
3 weeks ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagerLength: 6 monthsRate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the officeWhat you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the...
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Customer Excellence Manager
3 weeks ago
Reigate, United Kingdom Undisclosed Full timeJob DescriptionTitle: Customer Excellence Manager Length: 6 months Rate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the office What you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and...
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Customer Excellence Manager
1 week ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagerQualifications, skills, and all relevant experience needed for this role can be found in the full description below.Length: 6 monthsRate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the officeWhat you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer...
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Customer Excellence Manager
4 weeks ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence Manager Length: 6 months Rate: £550.00 P/D via Umbrella Location: Reigate – 2 days in the office What you need to know: Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing...
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Customer Excellence Manager
2 weeks ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagerLength: 6 monthsRate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the officeWhat you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the...
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Customer Excellence Manager
3 weeks ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagerLength: 6 monthsRate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the officeWhat you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the...
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Customer Excellence Manager
9 hours ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagerLength: 6 monthsRate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the officeWhat you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the...
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Project Manager
5 days ago
Reigate & Banstead, Surrey, United Kingdom CBSbutler Holdings Limited trading as CBSbutler Full time €75,000ERP Project Manager A Project Manager or Business Analyst is required to lead an ERP implementation project within a small to medium enterprise within the pharmaceutical engineering industry. An SME acting as a UK-based, technical agent for three Italian manufacturers of pharmaceutical process equipment. This organisation brokers the sale of this process...
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Customer Excellence Manager
15 hours ago
Reigate, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagernLength: 6 monthsnRate: £550.00 P/D via UmbrellanLocation: Reigate – 2 days in the officeWhat you need to know:nReporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the...
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ERP Project Manager
5 days ago
Reigate & Banstead, Surrey, United Kingdom CBSbutler Holdings Limited trading as CBSbutler Full time €75,000ERP Project Manager Redhill, Surrey Outside IR35 Summary A Project Manager or Business Analyst is required to lead an ERP implementation project within a small to medium enterprise within the pharmaceutical engineering industry. The client An SME acting as a UK-based, technical agent for three Italian manufacturers of pharmaceutical process equipment....
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ERP Project Manager
4 days ago
Reigate & Banstead, Surrey, United Kingdom CBSbutler Holdings Limited trading as CBSbutler Full time €75,000ERP Project Manager Redhill, Surrey Outside IR35 Summary A Project Manager or Business Analyst is required to lead an ERP implementation project within a small to medium enterprise within the pharmaceutical engineering industry. The client An SME acting as a UK-based, technical agent for three Italian manufacturers of pharmaceutical process equipment....
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Contracts Manager
1 month ago
Reigate & Banstead, Surrey, United Kingdom Cityscape Recruitment Full timeContracts Manager - Groundworks Our client is a vibrant and dynamic company specialising in all aspects of civil engineering including groundworks, basements and foundations. Bringing together a wealth of expertise to provide a professional and personal service to all of their loyal client base has been the backbone of the quality schemes they complete....
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Customer Excellence Manager
5 hours ago
Reigate, UK, Surrey, United Kingdom Undisclosed Full timeTitle: Customer Excellence ManagerLength: 6 monthsRate: £550.00 P/D via UmbrellaLocation: Reigate – 2 days in the officeWhat you need to know:Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the...
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Contracts/project Manager
3 weeks ago
Reigate & Banstead, Surrey, United Kingdom Allied Site Services Full timeA great opportunity has come available to add a new member to our clients team.They are a growing company within a group of business’ committed to unparallel service and the further growth of the division. Offering an exciting opportunity to an individual to work with the fire door manager for a role within the passive fire and sealing business. Work...
