Job Description

WHAT’S IN IT FOR YOU?

• Full time
• permanent
• Up to £35K per annum
• Workplace Pension
• Up to 33 days annual leave

WHAT YOU’LL BE DOING…

• Responsible for managing, developing and motivating a team of Customer Experience Officers to deliver excellent customer service whilst handling varied, complex and Financial Ombudsman Service complaints
• Proactively identify trends and support the continuous development and implementation of the Company’s strategy, proposing innovative ideas and influencing positive change to improve customer

experience

• Identify, mitigate and monitor risks to the customer journey
• Engender and promote a customer-centric approach by all team members
• Develop and monitor KPIs
• Oversee and monitor all customer engagements on social media platforms
• Responsible for the customer review platforms,
• Support and help deliver the business strategy for the variety of financial service awards throughout

The year; prepare and submit entries, deliver presentations on behalf of the business

• Collate, analyze and distribute MI to the Head of Customer Care
• Preparation of reporting for FCA complaints return

YOU MUST HAVE…

• Ability to manage own workload with multiple tasks simultaneously
• Ability to motivate and lead a team of professionals
• Understanding of the insurance regulatory framework and requirements
• Excellent technical insurance knowledge (including policy administration, complaints and claims) in

Schedule:

• Monday to Friday

Required Knowledge, Skills, and Abilities

Excellent stakeholder management and relationship-building skills across all levels of the Company. Excellent oral and written communication with excellent attention to detail.