Head of Customer Service

Job Description

The successful candidate will manage a fast-paced dynamic environment, having the overall responsibility to deliver a high quality, efficient service to policy holders, brokers, and internal stakeholders. The primary focus will be to support retention, customer satisfaction and business growth. You will be required to have technical expertise, local market knowledge and the ability to form close relationships with customers and brokers.

As a manager of this team, you will be responsible for contributing to the overall strategic and operational goals of the Commercial Department, driving change, improving efficiency and executing a customer service strategy in line with business objectives.

A fundamental part of this diverse role is to lead, motivate and develop a large multi-disciplinary team, providing hands on leadership, creating a high performance and an accountable culture. Strong coaching and mentoring skills are a key requirement to creating an open respectful and inclusive environment within the Customer Service Team.

• Essential customer service experience, working within the team to respond to large call volumes, interpreting customer needs to obtain a quick resolution
• Essential experience leading, coaching and developing a customer service team, fostering a customer centric culture. Excellent people management, coaching and communication skills are key
• Customer focussed with a commercial mindset. Experience in overseeing day to day customer service operations ensuring efficiency and accuracy
• Ability to define and implement a customer service strategy aligned with business objectives
• Set performance goals, KPI’s and service standards, monitoring and delivering outcomes
• Ensure a high-quality consistent customer experience for policy holders, brokers and internal stakeholders
• Experience in collaborating with other areas of the business to deliver a seamless service
• Able to support audits and contribute to risk management and governance framework
• Strong analytical and problem-solving skills, ability to adapt to change
• Active listener, able to lead by example with a committed positive attitude
• Calm and decisive under pressure
• Collaborative and influential

• A dynamic, international, and challenging work environment
• Training and support to reach your full potential including the opportunity for continuous professional development
• Hybrid working (work up to 2 days a week from home)
• Competitive salary and annual bonus scheme (7.5% of salary)
• Market leading pension package (a minimum of 12% employer contribution) plus income protection insurance and 10 x life assurance cover
• Income protection scheme (covering 75% of salary plus pension contributions)
• Life assurance cover at 10 x annual salary
• Employee Assistance Programme