Customer Service Operations Supervisor

3 weeks ago

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

Canada Life Limited 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, partners, and employees by functioning as a contemporary, agile, and inclusive organization.

As a subsidiary of Great-West Lifeco, Canada Life Limited has been a trusted name in the United Kingdom since 1903. Our workforce comprises hundreds of dedicated professionals committed to upholding the highest standards for our clients and colleagues.

Canada Life Limited is undergoing a transformation to enhance customer-centric operations by equipping our clients with expert guidance on financial and tax planning, offering home finance and annuity solutions, and delivering collective fund services to third-party clients.

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 expectations are clearly understood and consistently met. It is essential to maintain quality standards while managing expenses within budgetary constraints.

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

Putting the customer at the forefront of all activities is paramount, in alignment with our company values. The successful candidate will be a collaborative team player, fostering consensus in diverse situations. They will focus on developing and enhancing the skills of team members through coaching, mentoring, and providing growth opportunities.

Additionally, the candidate will cultivate a culture of professionalism, ensuring compliance with legislative and company standards.

Key Responsibilities
  • Lead the team in recruitment, development, coaching, and support with confidence and self-assurance. Promote empowerment and innovation while supporting change initiatives. Take a proactive approach to staff development, maximizing team potential and addressing performance issues fairly.
  • Champion the voice of the customer within the team. Educate team members on the significance of customer experience, ensuring that the customer remains central to all operations in line with company values. Ensure that the team meets established KPIs, with timely reporting.
  • Manage and maintain flexible resource levels (people, skills, and availability) to enable the business to adapt swiftly and effectively to fluctuations in demand, ensuring service standards are upheld.
  • Plan and prioritize tasks effectively to achieve successful outcomes. Identify and support process improvements in collaboration with the Performance & Oversight function. Maintain a positive demeanor that reflects complete control.
  • Build collaborative relationships within the team and across broader business lines/shared service functions. Work collectively to achieve consensus and communicate effectively using appropriate modes of communication.
  • Resolve complex issues and complaints in accordance with regulatory complaint procedures, collaborating with others to achieve optimal outcomes. Ensure that agreed controls are in place and that risk events are accurately documented. Demonstrate sound product knowledge and end-to-end process understanding, taking accountability for resolving team-related issues.
Qualifications and Skills

Knowledge:
- Familiarity with relevant insurance products and policy conditions.
- Experience managing high-volume, single/multi-product customer service tasks.
- Understanding of customer service management within a shared services context.
- Knowledge of risk and control management.
- Awareness of the insurance sector and data protection regulations.
- Understanding of regulatory complaint handling processes.

Skills:
- Exceptional people management, coaching, and leadership abilities.
- Positive, can-do attitude.
- Confidence to step in during the manager's absence.
- Ability to thrive in a fast-paced, dynamic environment while working under pressure.
- Resource management skills to prioritize tasks effectively.
- Proficiency in data production and analysis.
- Strong organizational skills to ensure consistent service delivery.
- Excellent verbal and written communication skills for clear interactions with customers and team members.
- Good listening skills to address areas of confusion.
- Ability to influence others to ensure understanding of decisions and changes.

Experience:
- Background in customer service or a customer-focused role.
- Experience managing a team in a highly regulated environment.
- Proven track record of successfully participating in ad hoc projects or change initiatives.
- Oversight of quality control and other key metrics related to customer service functions.
- Effective communication skills for team and upward communication to senior management.
- Experience in complaint handling, preferably in a regulated environment.

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

Benefits:

Canada Life Limited recognizes and rewards its employees with a competitive salary and a comprehensive benefits package that is regularly reviewed. Employees receive a competitive salary along with a generous pension and bonus scheme, income protection, private medical insurance, and life assurance. We also offer a wide range of additional benefits and support services, along with opportunities for personal and professional development.

Company Culture:

At Canada Life Limited, our culture is unique and vital to our success. We prioritize doing the right thing for our employees, customers, and community, helping others build better futures. Our core behaviors shape how we work and influence our relationships with others. We encourage curiosity, ownership of outcomes, collaboration, and finding solutions together.

We are committed to providing rewarding careers, investing in our employees' development, technology, and work environments. We offer various training opportunities, flexible working arrangements, and pathways for growth and development.

Diversity and Inclusion:

We are dedicated to creating an inclusive workplace with a diverse workforce where everyone can feel they belong and reach their potential, regardless of gender, ethnicity, or any other characteristic. We take pride in our progress in diversity, equity, and inclusion, and it remains a significant focus for us.

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