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Customer Service Operations Leader
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 clients, 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 met. The successful candidate will maintain quality standards and manage expenses within budget.
As a confident communicator, you will engage positively with team members, sharing goals and objectives that highlight the significance of their contributions to the overall Customer Services framework. It is essential to prioritize the customer in all actions, in alignment with our Company values.
Key Responsibilities
- Lead and develop the team with confidence, fostering empowerment and innovation while supporting change initiatives. 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 importance of Customer Experience and ensuring that customer-centric values are upheld. Monitor and report on team KPI performance.
- Manage flexible resource levels, 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 business lines, facilitating consensus and effective communication.
- Resolve complex issues and complaints in accordance with regulatory procedures, ensuring that appropriate controls are in place and risks are managed effectively.
Knowledge:
- Understanding of relevant insurance products and policy conditions.
- Experience managing high-volume customer service tasks across multiple products.
- Familiarity with customer service management in a shared services context.
- Knowledge of risk and control management within the insurance sector.
- Awareness of data protection regulations and complaint handling processes.
Skills:
- Strong people management and leadership capabilities.
- Positive and proactive attitude.
- Ability to perform effectively in a fast-paced environment.
- Competence in resource management and prioritization.
- Excellent verbal and written communication skills.
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.
- Oversight of quality control in customer service functions.
Qualifications:
- Minimum of 5 GCSEs (A* - C / 9 - 4 Grade) including English and Maths or equivalent.
- Financial Planning Qualification is desirable.
Benefits
Canada Life UK offers a competitive salary and a comprehensive benefits package, including a generous pension scheme, bonus opportunities, income protection, private medical insurance, and life assurance. We are committed to the personal and professional development of our employees, providing a range of training and flexible working options.
Diversity and Inclusion
We are dedicated to fostering an inclusive workplace where everyone can thrive, regardless of gender, ethnicity, or other characteristics. We value the contributions of individuals from diverse backgrounds and are committed to creating an environment that inspires and supports all employees.
