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Senior Customer Service Representative
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We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Canada Life Limited. As a key member of our Customer Service team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of service.
Key Responsibilities- Provide high-quality customer service to our customers, responding to complex queries and resolving issues in a timely and professional manner.
- Support the Team Lead/Management Team by delivering training and coaching to team members, ensuring that they have the necessary skills and knowledge to provide excellent customer service.
- Maintain a high level of product and technical knowledge to facilitate rotation into other teams as and when required, ensuring that service levels are maintained.
- Investigate and resolve complex complaints, deal with telephone queries, and fully document how they are resolved, ensuring that all communications are handled accurately and in line with divisional, regulatory, and complaint procedures.
- Continually review and improve the department's processes and procedures to ensure service levels are maintained and, where appropriate, enhanced in line with company policies, regulatory, professional, and legal requirements.
- Diligent and conscientious in the accuracy of their work, with excellent attention to detail.
- Excellent written and verbal communication skills.
- Excellent customer service skills.
- Previous experience in training and coaching.
- A 'can-do', proactive attitude.
- Ability to operate in a fast-paced, dynamic environment and able to work under pressure.
- Intermediate knowledge and experience of MS Office.
- Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent - essential.
At Canada Life Limited, 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 Limited 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.
Our CultureOur 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.
Diversity and InclusionBuilding 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.
