Customer Service Team Lead

6 days ago

Isle of Man, United Kingdom Canada Life Group (UK) Ltd (The) Full time

Job Description

We are seeking an experienced Customer Service Team Lead to join our team at Canada Life Group (UK) Ltd (The). As a key member of our customer service team, you will be responsible for leading a diverse group of customer service professionals in delivering exceptional service to our customers.

Key Responsibilities

  • Recruit, lead, and motivate a customer service team across single/multiple product lines as required.
  • Ensure service level targets are fully understood and met, quality standards are maintained, and expenses are in line with budget.
  • Develop and improve the skills of team members by coaching, mentoring, and providing development opportunities.
  • Use data to provide regular feedback, ensuring poor performance is managed through due process and strong talent is recognized.
  • Ability to share goals and objectives, demonstrating the role their team plays in the overall Customer Services structure.
  • Ability to influence and support diverse teams and tailor style according to individual team requirements.
  • Manage a customer services diverse team across single/multiple product lines as required, ensuring service level targets are fully understood and met, quality standards are maintained, and costs are appropriate.
  • Lead their team and take responsibility for recruitment, performance, and development for all staff reporting through to them.
  • Manage and ensure flexible resource levels (people, skills, and availability) are always maintained.
  • Use data insights and analysis to make data-informed and outcome-focused decisions.
  • Develop longer-term outlooks on resource and service.
  • Make commercial decisions when needed to support a correct customer outcome.
  • Building collaborative partnerships with other teams and the business line working towards overall company strategy.
  • Ensure compliance with Company policies, regulatory, professional, and legal requirements.
  • Capable in managing high-volume, single/multi-product customer service tasks.
  • Knowledge of customer service management within a shared services environment.
  • Risk and Control management.
  • Knowledge of Data Protection and handling personal sensitive information.
  • Knowledge of regulatory complaint-handling process.
  • Excellent people management/team coaching and leadership skills.

Requirements

  • Resource Management to identify tasks in most need of attention.
  • Data and MI production & analysis.
  • Prioritisation to enable sound commercial decisions.
  • Organisational skills so that service is managed at all times.
  • Ability to influence individuals to ensure they understand reasons for decision/change and are motivated to develop, learn, and be flexible in their approach.
  • Working in customer service environment or a customer-focused role.
  • Experience of successfully working in ad-hoc project/change initiative.
  • Oversight of quality control and other key controls associated to customer service function.
  • Team communication and upwards communication to senior management.
  • Complaint handling, preferably in an FCA regulated environment.

What We Offer

  • 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 UK 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.
  • We care about doing the right thing for our people, customers, and community and helping others to build better futures.
  • We want colleagues to have rewarding careers with us, so we invest in the development of our people, technology, and workplaces.
  • That's why we offer a range of training, flexible working, and opportunities to grow and develop.
  • We're happy to discuss flexible working arrangements, including part-time, for any of our roles should this be a requirement for you.

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