Head of Customer Service

1 week ago

Manchester, United Kingdom Easidrive Full time

**Who we are**

We are a nationwide team working towards and guaranteeing the same goal; making a difficult journey easier. Our vision is to become the leading provider of Accident Management Services delivering service certainty at uncertain times.

We take care of people who have been involved in accident by:

- Fixing their car
- Providing them with a replacement
- Helping them recover their losses
- Making them feel secure

**How will you make a difference?**

**Core Role Objectives**
- Work with the Director of Operations and Cash Collection to lead and deliver the Operational Strategy through effective planning and direction.
- Lead delivery of Edam’s Customer Experience strategy in Claims, bringing recommendations for continuous improvement.
- Operationally responsible for business partner and customer satisfaction, ensuring this is delivered consistently.
- Embed a culture of continuous improvement by reviewing processes and reports to determine improvement opportunities.
- You are responsible for the department’s key performance indicators.
- Collaborate across the organisation to ensure key performance indicators are reviewed to evolve the customer experience.
- In direct collaboration with the Commercial team develop and present business tenders, attend customer review meetings, be prepared to travel frequently (up to 25% of role) whilst regularly providing insights and feedback.
- You are responsible for forecasting current and future FTE requirements, management of daily operational levels ensuring service standards are maintained to the highest levels.
- Working with Talent Acquisition team ensuring current and future recruitment strategies are met.
- Ensure company’s career program (GROW) is administered effectively and is evolved in line with the company strategy.
- Ensure engagement and alignment with Edam Values and Trusted Leadership Framework
- Ensure there is a robust Auditing process, collaborating with Quality & Assurance team to achieve high standards of practice and identify any process and training gaps.
- Ensure all process oversight and library of processes is kept updated throughout.
- Accountable for adherence of company’s policies.
- Regular review of departmental budget and overheads, ensuring cost-efficiency and seeking approval on all financial requests.
- Stepping up for Director when required, for example attending and presenting at senior leadership meetings.

**Direct Report Effectiveness**

The Head of Customer Service role will ensure:

- Team managers and handlers understand the context of their roles in relation to Edam Strategy
- Acceptable behaviours are exhibited by managers and handlers within Ops when performing their duties, in line with Edam Values
- All key reporting is continually reviewed and updated to report the Department, Team and Handler performance
- Performance consequences are taken by the team managers within Ops i.e. recognise best performers and manage poor performance through both formal and informal feedback
- Team managers and handlers have the resources they require to perform their role
- The training and development needs of the team managers and handlers are continually assessed and managed.

**Customer Service Excellence**
- In line with key performance indicators, activities are geared towards driving high expectation levels of service to our internal and external customers. Engaging and collaborating with the organisation.
- Create value for our Business Partners and customers through continuously improving our processes.
- Implementation, improvements and supervision of our processes and procedures that complements our strategic goals and prompt decision-making.

**Trusted Leadership**

At Edam, we support the Trusted Leaders Principles and believe all Leaders should:

- Act with Integrity - be your authentic self. Be honest, brave, respectful, objective and transparent. Create and build upon a foundation of trust and openness.
- Ensure diversity and inclusion - foster a sense of belonging and ensure diversity at all levels.
- Inspire and Mentor - walk the talk. Empower and coach your team.
- Accountability - delivering successful results requires a leader to be accountable. Create an enabling environment for effective action and decision-making to contribute to the delivery of strong results.

**Benefits & Rewards**:

- Hybrid working
- 25 Days holiday + bank holidays
- Holiday buy scheme
- Life assurance policy
- Company car scheme / car allowance
- Saving scheme - you save & we match
- Healthcare cash-plan
- Football season tickets - Man Utd, Man City & Sunderland FC
- Enhanced sick pay, maternity & paternity
- Perkbox discounts site
- Employee assistance programme
- Cycle to work scheme
- Eye care vouchers

**What guides us?**

**E**mpathy
- We recognise and celebrate our differences
- We Trust each other and demand a culture where mutual respect is a given
- No one works harder for their customer

**D**riven
- We share

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