Customer Service Operations Supervisor

3 weeks ago

Potters Bar, Hertfordshire, United Kingdom Canada Life Limited Full time
Company Overview

Canada Life UK is dedicated to addressing the retirement, investment, and protection needs of individuals, families, and businesses. Our mission is to foster better futures for our clients, intermediaries, and employees by functioning as a modern, adaptable, and inclusive organization.

As a subsidiary of Great-West Lifeco, Canada Life UK has been a prominent player in the United Kingdom since 1903. Our team comprises hundreds of dedicated employees who are committed to upholding the highest standards for our clients and colleagues.

Canada Life UK is undergoing a transformation to enhance our customer-centric approach by offering expert guidance on financial and tax planning, home finance, annuities, and collective fund solutions for third-party clients.

Role Overview

The primary responsibility of this role is to recruit, lead, and inspire a customer service team across various product lines, ensuring that service level objectives are clearly understood and consistently achieved, quality benchmarks are upheld, and expenses remain within budgetary constraints.

The ideal candidate will be a strong and confident communicator, capable of engaging team members positively. They will articulate the goals and objectives that illustrate the crucial role their team plays within the broader Customer Services framework.

Our focus is on placing the customer at the center of all operations, in alignment with our corporate values. A collaborative team player, the successful candidate will work towards consensus in all situations and will enhance the skills of team members through coaching, mentoring, and development opportunities.

Additionally, this role will promote a culture of professionalism and ensure compliance with legislative and company standards.

Key Responsibilities
  • Lead the team with confidence, fostering empowerment and innovation while supporting change initiatives. Proactively develop staff, addressing performance challenges fairly and meeting the requirements of the Training and Competence Scheme.
  • Act as the champion for the customer voice within the team, educating members on the significance of Customer Experience and ensuring that the customer remains central to our operations.
  • Manage and maintain flexible resource levels (people, skills, and availability) to enable the business to respond effectively to fluctuations in demand while achieving service standards.
  • Plan and prioritize tasks effectively, identifying opportunities for process improvements in collaboration with the Performance & Oversight function.
  • Build collaborative relationships within the team and across business lines, facilitating consensus and demonstrating effective communication skills.
  • Resolve complex issues and complaints in accordance with regulatory procedures, ensuring that appropriate controls are in place and risk events are documented.
Candidate Profile

Knowledge:
- Familiarity with relevant insurance products and policy conditions.
- Experience managing high-volume, multi-product customer service operations.
- Understanding of customer service management in a shared services context.
- Knowledge of risk and control management, data protection, and regulatory complaint handling processes.

Skills:
- Exceptional people management and leadership abilities.
- Positive, can-do attitude with the ability to operate effectively in a fast-paced environment.
- Strong organizational and prioritization skills to ensure service delivery.
- Excellent verbal and written communication skills, with a focus on clarity and understanding.

Experience:
- Background in customer service or a customer-focused role.
- Proven experience managing a team in a regulated environment.
- Involvement in project work or change initiatives, with oversight of quality control processes.

Qualifications:
- Minimum of 5 GCSEs at grades A* - C / 9 - 4 (including English and Maths) or equivalent.
- Financial Planning Qualification is desirable.

Benefits of Working at Canada Life

We recognize and reward our employees with a competitive salary and benefits package that is regularly reviewed. As a member of Canada Life UK, you will enjoy a comprehensive rewards package, including a generous pension scheme, bonus opportunities, income protection, private medical insurance, and life assurance. We also offer a variety of additional benefits and support services, along with ongoing personal and professional development opportunities.

Company Culture

Our unique culture is vital to our success. We prioritize doing the right thing for our employees, customers, and community, and we are committed to helping others build better futures. Our core behaviors guide our interactions and shape our relationships with others. We encourage curiosity, ownership of outcomes, collaboration, and finding solutions together.

We are dedicated to fostering rewarding careers for our employees by investing in their development, technology, and work environments. This includes offering training, flexible working arrangements, and opportunities for growth.

Diversity and Inclusion

We are committed to creating an inclusive workplace with a diverse workforce where everyone can thrive and reach their full potential, regardless of gender, ethnicity, or any other characteristic. We take pride in our progress in diversity, equity, and inclusion, and we continue to prioritize these efforts.

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