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Customer Service Operations Supervisor
2 months ago
Canada Life UK is dedicated to addressing the retirement, investment, and protection needs of individuals, families, and businesses. We strive to create better futures for our customers, intermediaries, and employees by functioning as a modern, agile, and inclusive organization.
Contract Type
Fixed Term Contract - 6 Months
Role Overview
The primary objective of this role is to recruit, lead, and inspire a customer service team across various product lines, ensuring that service level targets are clearly understood and consistently achieved. The successful candidate will maintain quality standards and manage expenses within budgetary constraints.
Key Responsibilities
- Lead and develop the team with confidence, fostering empowerment and innovation while supporting organizational change. Proactively address performance issues and ensure compliance with the T & C Scheme.
- Champion the voice of the customer within the team, educating members on the significance of customer experience and ensuring alignment with company values. Monitor and report on team performance against agreed KPIs.
- Manage resource levels effectively, ensuring that the team is equipped to handle fluctuations in workload while maintaining 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 the organization, effectively communicating and supporting ad hoc project work as needed.
- Resolve complex issues and complaints in accordance with regulatory procedures, ensuring that appropriate controls are in place and risks are managed effectively.
Knowledge:
- Familiarity with relevant insurance products and policy conditions.
- Experience managing high-volume customer service tasks in a shared services environment.
- Understanding of risk and control management within the insurance sector.
- Knowledge of data protection and handling sensitive information.
- Awareness of regulatory complaint handling processes.
Skills:
- Strong people management and leadership abilities.
- Positive, can-do attitude with the ability to work under pressure.
- Excellent organizational and prioritization skills.
- Proficient in data analysis and reporting.
- Strong verbal and written communication skills.
- Ability to influence and engage team members effectively.
Experience:
- Proven experience in a customer service environment or a customer-focused role.
- Experience managing a team in a regulated setting.
- Background in quality control and oversight within customer service functions.
- Familiarity with complaint handling in a regulated environment.
Qualifications:
- Minimum of 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent is essential.
- Financial Planning Qualification is desirable.
Benefits of Working at Canada Life
We value our employees and offer a competitive salary along with a comprehensive benefits package that includes a generous pension scheme, bonus opportunities, income protection, private medical insurance, and life assurance. We also provide various other benefits and support services, along with opportunities for personal and professional development.
Company Culture
At Canada Life, we are committed to doing the right thing for our employees, customers, and community. Our core values encourage curiosity, ownership, collaboration, and innovation. We invest in our people and technology to foster rewarding careers and create an inclusive workplace where everyone can thrive.
