Job Description

We’re looking for a driven and enthusiastic Manager to lead a team of customer service professionals; to ensure we’re delivering excellent service to our customers.

• To take leadership responsibility for the management, coaching and development of team members to ensure that staff development and performance management objectives are met and that all staff in the area are engaged, motivated and developed to their potential
• Through your team, deliver Customer Experience service excellence in line with agreed quality control and KPI standards
• Demonstrate effective communications skills to champion and maintain positive relationships with team members, peers, colleagues and internal / external customers.
• To ensure that working practices and procedures are followed to ensure fair outcomes for customers which meet the required standards and controls defined by the business and by external regulatory bodies.

Benefits

You’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work.

• 26 days' holiday – which increases after two years’ service to 28 days
• The opportunity to buy or sell up to five days’ holiday
• An annual bonus scheme based on company and personal performance
• Cycle to work scheme
• A competitive pension for which will double match the amount you pay, up to 14% (please click here to read more about it)
• You’ll receive up to 20% discount on our life products for you and your immediate family.

Required Knowledge, Skills, and Abilities

You’ll be experienced in managing people within a Financial Services environment. This will include previous experience of coaching team members. Ideally, you’ll also have experience within a fast paced customer service environment and possess the right behaviours which are in line.

This role will include overseeing 10-15 members of staff who look after the new business policies for our Life, Income Protection and Critical Illness policies. The Customer Service Team Manager role will also be certified, which includes attaining competence in line with T&C requirements within 12 months following the induction programme.