Customer Experience Leader

1 week ago


Bristol, Bristol, United Kingdom Gallagher Benefit Services Full time
About Gallagher Benefit Services

Gallagher Benefit Services is a world-renowned leader in shaping the future of workplaces across industries. We empower our team members to drive positive change, helping clients build environments where employees thrive.

As a Principal Member Experience Associate at Gallagher Benefit Services, you will be instrumental in shaping the future of our member experience (MEx) team. This position welcomes candidates with MEx or equivalent experience, offering the opportunity to be the first point of contact for our members and provide mentorship to a dedicated team.

Your Responsibilities
  • Workload Management: Ensure the delivery of specific workloads and manage the coordination of MEx projects.
  • Correspondence Checking: Review non-standard correspondence.
  • Error and Complaint Management: Handle errors and complaints optimally and in accordance with agreed processes.
  • Team Supervision: Supervise, train, coach, and mentor staff.
  • Support to MEx Team Manager: Assist team members and provide support to the MEx Team Manager.
  • Work Authorization: Check and authorize other administrators' work.
  • Meeting Attendance: Attend Trustee and ad hoc client meetings as the need arises.
  • Work Accuracy: Ensure work is processed accurately and in a timely manner.
  • Prioritization: Prioritize work to maintain Service Level Agreements.
  • Monitoring and Feedback: Assist with monitoring contacts and case work for mentor, training, and feedback purposes.
  • Client/Member Queries: Take care of non-standard client/member queries.
  • Additional Duties: Carry out other duties and take on additional responsibilities as agreed.
  • Timesheet Completion: Ensure timesheets are completed daily.
  • Goal Updates: Update agreed goals on a monthly basis.
  • Performance Feedback: Provide feedback to the MEx Team Manager on staff performance and progress against goals.
  • Knowledge Sharing: Be available for training new MEx Associates, rolling out call processes, and crafting training material.
  • Call Flow Monitoring: Monitor and report on real-time call flow and provide historical call reporting when required.
What You Need
  • Contact Centre Experience: Strong experience working within a contact centre environment at a supervisory or managerial level.
  • Candidate must have minimum 3 years customer service experience.
  • Pensions Experience: Desirable but not essential.
  • Eligible to work in the UK: Yes
Compensation and Benefits

You will receive a competitive salary of £45,000 per annum, plus great benefits, including a minimum of 25 days holiday, defined contribution pension scheme, life insurance, income protection, health cash plan or private medical insurance, and many more.



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