Head of Customer Service

6 months ago

Milton Keynes, United Kingdom Policy Expert Full time

Do you have a passion for putting people first and driving exceptional customer experiences? Are you fueled by innovative ideas and a relentless drive for success?

If so, we want to hear from you We are looking for a dynamic individual to join us as our Head of Department in Customer Service. In this role, you'll be the driving force behind our customer service operations and critical in our strategic vision for growth and building high performing teams.

**What we can offer**
- Flexible recruitment process to suit your need
- Excellent salary (Flexible DOE - Open to conversation around your expectations)
- Lifestyle programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and free wellness, kids, and learning classes.
- Referral Scheme - earn up to £1000 for referring a friend to work here
- Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year
- Length of Service and monthly recognition awards
- Opportunities for career development and progression
- Access to professionally recognised qualifications with the Chartered Institute of Insurance.
- Contribution to travel costs

**Why Policy Expert?**

Policy Expert launched in 2011 with a vision to change the insurance market and put people first. We’ve quickly grown from strength to strength to become one of the top 10-home insurers in the UK. We celebrate being the most successful entrant into the home insurance market for the past 20-years.

**What is the secret behind our award winning customer service**

It’s quite simply our people. We empower our colleagues to be human and build relationships to ensure our customers have an individual conversation.

We have the same passion for our people as we do for our customers.

**Why?** Because a great business starts with great people, when the team align with company values, they feel more connected. Our Business Values have been designed for our people by our people.

**Our Business Values**:
**We're Innovative - **we seek out new ideas and ways that make a significant difference - to our people, our customers and our business. We're curious, creative and open minded.

**We're Dynamic - **We're proactive, ambitious and agile. We're non-bureaucratic but remain fully compliant with legislation and regulation.

**We're Collaborative - **We recognise and acknowledge everyone's strengths and we respect other's views. We collaborate freely and foster a phenomenal team spirit.

**We're Supportive - **We care about our people. We have a positive working environment where constructive challenge is encouraged. We support our customers with fairness and honesty to build lasting relationships.

Today, we insure over 1 million home and car insurance customers across the UK and are avid investors in people, as such we are proud of having a score of 4.8 out of 5 stars on Glassdoor (voted by our employees).

**What you will be doing**:
We are looking for a dynamic individual to join us as our Head of Department in Customer Service. In this role, you'll be the driving force behind our customer service operations, leading with pace, energy, and dedication. Your passion for putting people first will inspire and motivate our team to deliver outstanding service with every interaction.

An integral part of this role will be to own and develop the strategy for the customer service department of circa.50+ colleagues, with one Senior Team Manager and 8 Team Managers. You will be focused on maintaining and enhancing the service we give to our customers whilst creating meaningful relationships with your team.

This is an exciting opportunity to help shape the leadership and delivery of our customer engagement and make a difference for our colleagues through empathy, compassion, and action.

**Main Responsibilities**
- Using strategic thinking, develop long-term plans and initiatives that align with organisational objectives. Identifying areas for improvement, implementing process enhancements, and adapting to changing business needs.
- Inspire and motivate a diverse team using high energy, charisma, positivity, and the ability to lead by example, fostering a high-performing team culture.
- Continually looking to improve, actively keeping up to date with the latest trends and industry insights to ensure we provide the best multichannel service.
- Be responsible for the customer service functions across our multiple channels of communication and cross skilled customer teams.
- Develop and support team members towards achieving business and personal goals. This involves setting clear objectives, providing insightful constructive feedback, and fostering a positive culture.
- Stay updated on all sources of MI to effectively manage and monitor key metrics.
- Collaborate with the department, via stand ups and ensure key messages are clearly communicated.
- Host and facilitate weekly KPI meeting sharing

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