Customer Service Team Senior

6 months ago


Greenock, United Kingdom The Cigna Group Full time

GIH Customer Service - Team Senior Greenock

**Excited to grow your career?**

A vacancy has arisen within our Customer Services Team creating the opportunity for an enthusiastic, highly motivated, and driven individual to join our Operations Team in the role of Customer Services Team Senior.

You will support the Supervisors and provide leadership to staff daily ensuring KPI’s are achieved across the Customer Services Organisation.

The Position**:
**Your responsibilities include, but are not limited to**:

- Provide positive and visible leadership.
- Support the operational efficiency of the team, achievement of performance standards and contribution to the overall development and performance of the team.
- Develop team quality to ensure internal business requirements and standards are monitored, achieved, and continually improved upon.
- Support team, assist development and performance through active coaching, monitoring, and feedback in an open, supportive, and clear development style.
- Review existing processes and procedures and develop new strategies as required by the Business/Legislation
- Ensure staff follow Cigna protocols and processes.
- To instigate remedial action before issues become visible and affect customers directly.
- To escalate challenges to line manager when issues are not being resolved.
- Be a role model for customer centricity in the team by putting the customer experience at the centre of all activities.
- Review and provide accurate reports and statistical information to the Team Leader as appropriate.
- The role combines the need to develop team performance and contribute to the wider effectiveness of the Department, as a key member of the team.
- Provide team and skill development through active coaching, monitoring, and feedback in an open, supportive and clear style.

**Personal profile**:

- High level knowledge of business services and protocols
- Good operational business awareness
- Strong business/product knowledge
- Strong interpersonal skills
- Excellent verbal and written communication
- Strong coaching skills to motivate and develop others.
- Customer-focused, with good organisational and action-orientated problem-solving skills
- Spreadsheet, word-processing, and associated office IT Skills
- Self-motivated with confidence to use own initiative.

**About Cigna Healthcare**

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
- Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._


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