Customer Service Senior Admin

6 months ago

Douglas, United Kingdom Canada Life Full time

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

**What We're Building**:
We now need a Senior Administrator to support the transformation and the future growth of the business within the Customer Services function, so it can stand out for the experience and service we deliver by building on our service reputation, and delivering market-leading service excellence for our customers and advisers.

**Job summary**

To be actively engaged in the resolution of customer and adviser queries. The expectation is this individual will demonstrate a proactive and positive desire to deliver the best possible customer experience for customers throughout the journey with Canada Life International.

This will involve resolving a wide range of queries for both the IOM and Dublin office of Canada Life International as well as proactively contributing to designing and delivering the most positive experience for CLI customers.

**What you'll do**

Be an active and positive team member focused on providing the best possible customer experience within the Customer Contact area.

Specifics will include:

- Achieve an average quality score of over 90%
- Achieve an average weighted productivity score of over 95%
- Proactively identify enhancements to processes and contribute towards their implementation
- Identify, understand and collate CLI customer needs, requirements and feedback
- To engage and collaborate with peers across both the International Business and the wider group to ensure that experiences and successes are shared in order to break down silos and support the positive customer journey throughout all areas of the business.
- To proactively take ownership for self-development and demonstrate the desire to progress their career within CLI.

**Who you are**
- Demonstrates enthusiasm and a positive approach to their working performance
- Be open and able to adapt to change
- Articulate and possess excellent communication skills
- Strong team player who is able to work with limited supervision
- Confident self
- starter
- Takes a logical and organised approach to problem solving
- Has the desire to develop a career within a customer centric environment.
- Has a strong attention to detail and enjoys delivering quality outcomes
- Experience within a life assurance environment would be an advantage

**Qualifications**
- Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Math) or equivalent - essential

**Benefits of working at Canada Life**

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

**How we work at Canada Life**

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.

**Diversity and inclusion**

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus.

“At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.” Nick Harding, Chief People Officer, Canada Life UK

We appr

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