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Customer Service Team LeaderCanada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

  • To ensure team members are following the process, feel supported and stay connected to the customer
  • To lead, motivate and develop an effective team to deliver a quality and efficient customer service to agreed productivity and quality levels.
  • To ensure this service contributes to business retention & supports business strategy.
  • To analyse & understand constraints within the process ; support to process improvement methodology

    • What You’ll Do

  • Work directly with team members to: resolve conflicts, encourage, support, provide recognition and feedback – ensure the process is being followed.
  • To support recruitment into the Department, and to provide skills and tools needed for team members to perform their tasks. Build development plans and prepare them for career growth.
  • Clearly communicate goals, changes to the process and company information to ensure that performance of individuals aligns to the process & in conjunction with department objectives.
  • Prepare and use data to make real time data based decisions regarding staffing, coaching.
  • Work with other teams within the Department to ensure overall consistency of service by being flexible & innovative in the use of resource to meet the overall plan.
  • Encourage team to report constraints or defects within the process, work in collaboration to analyse the data & identify business opportunities from customers, stakeholders and team members Look to initiate and implement process improvements to meet customer needs.
  • To ensure that effective working relationships with external customers and other business areas are developed and maintained to assist the delivery of the customer / stakeholder need.
  • Manages and/or controls risk in line with the Canada Life’s Enterprise Risk Framework and role specific responsibilities. Ensure adequate controls are documented and are in place in order that company and regulatory procedures are adhered to by yourself and your team.
  • Investigate and resolve complaints and queries, in line with the divisional & regulatory complaint procedures. Able to identify the cause of the complaint, work to improve the process whilst balancing the needs of the Customer, the Company and the Regulator
  • Demonstrate competence within the parameters of the T & C Scheme.

    • Who You Are

    Essential

  • Likely to be experienced in a customer service role successfully delivering to internal/external customers’ expectations.
  • Understands resource planning and the theory behind a weekly/quarterly service plan. Can prepare & use the data to recognise changing needs of customer / stakeholder.
  • Able to lead, inspire, develop a team through coaching techniques
  • Able to deal with customers at all levels
  • Able to prepare, use and understand business metrics
  • Ability to provide clear communications about what’s expected of someone, aswell as being questioning & inquisitive

    • Desirable

  • Has exposure and understanding of DNA methodology (e.g. Tatham theory)
  • Understands the importance of work-flow & the use of quality control systems to meet the customers / stakeholders needs
  • Able to participate in and contribute to wider business projects
  • GR1 qualification
  • Good understanding of HR processes & principles
  • Clear understanding & experience of at least one key business processes

    • Behavioural Competencies

  • Communication and Influencing
  • Delivering Superior Customer Satisfaction
  • Operational Excellence and Process Improvement
  • Planning and Organising

    • What you’ll like about working here

    As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You’ll also receive the support you need with your personal and professional development.

    Diversity and inclusion

    Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences

    Job ID 888559301