Job Ref: 214218467

Date: 2021-07-16 13:45:44

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Our Client is one of the fastest growing Insurance providers in the UK. They have been rapidly expanding and now have a headcount of over 700 experts across four sites.

They are looking for a high-performing experienced Head of Customer Services Department to help them meet their customer service expectations. An integral part of this role will be to own and develop the strategy for the customer service department of circa.60+ colleagues and 8 Team Managers. You will be focused on maintaining and enhancing the service offered to their customers whilst creating meaningful relationships with your team and direct reports.

The key responsibilities of the role:

• Have a firm desire to enhance our customer service function, championing a passion to offer best in class service and lead by example to deliver fantastic support.

• Continually look to drive improvement, proactively keeping up to date with latest trends and industry insights to ensure we provide the best omnichannel service.

• Lead, inspire and manage 8 team managers and a department of 60+ customer relations experts.

• Be responsible for the individual customer service functions including telephony, social, admin, adjustments, payments, buildings technical team, and quality assurance.

• Coach, support and guide your team managers to ensure they met or exceed expectations.

• Actively manage the departments resources as required to support customer demand.

• Understand by using MI any trends that can help manage performance.

• Liaise regularly with other Heads of to ensure the smooth running of the contact centre.

• Liaise regularly with the department, via stand ups and ensure key messages are clearly communicated.

• Host and lead weekly KPI meeting sharing updates on own areas, inputting to others and providing suggestions for the continuous improvement of the business.

• Ensure Senior Management are fully updated on key MK operational activities through the collation and completion of the MK Management Board Report.

• Ensure the service operations adhere to all Regulatory compliance requirements.

Essential Skills

• Minimum of 5 years’ experience of having managed a team in a contact centre environment.

• Minimum of 3 years’ experience of leading a high performing department.

• Ability to motivate, inspire and engage a team to achieve outstanding results.

• Ability to interpret MI data and manage performance.

• Ability to coach and provide effective meaningful feedback.

An advantage to have –

• Previous insurance experience

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