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Client:
Royal London Group
Location:
Edinburgh, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
47ae05e08932
Job Views:
7
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
Job Title: Customer Service Manager – Protection Servicing & Claims.
Contract Type: Permanent
Location: Edinburgh
Working style: Hybrid 50% home/office based
We are looking for an experienced customer service manager to join our growing team. This is a key role within the Group Operations business unit. The purpose of this role is to lead, develop, engage and inspire teams of people / a divisional business unit within Operations. This role operates at that critical layer within the business that sits between the necessary operational day to day management of the business unit and at the same time being actively engaged in the wider strategic direction of the business unit and wider business as a whole.
About the role
* Is accountable for service quality assurance, ensuring the quality standards set out are delivered and maintained.
* Acts as a key escalated support on cases/customer issues and is responsible for effective, accurate and efficient performance reporting.
* Acts as the customer champion, challenging teams and performance standards to ensure our service standards are maintained and delivered.
* Leads and supports local continuous improvement across teams, ensuring sustained improvements.
* Collaborates with other areas to deliver operational change and initiates change where required.
* Ensures key customer service risks are fully understood, controlled and mitigated to ensure business plans are delivered within the Group Risk first line of defence framework.
* Works with the Group Customer Service Managers and other areas of the business to drive forward business plans based on customer needs and brand requirements.
About you
* Experience within protection servicing or protection claims is preferable.
* A motivational leader with a demonstrable track record of initiating and embedding change successfully.
* Proven experience in managing change within a department and team management context.
* Proven capabilities in continuous improvement and Consumer Duty.
* A broad knowledge of the financial services industry and the legislative/regulatory framework.
* Commercially astute with the ability to manage budgets and risks effectively.
* Leads teams/divisional units of up to 130 FTE.
* Manages a budget in excess of £1m.
* Collaborates with wider business functions and cross-divisional teams where required.
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling, underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate, Achieve.
We reward employees with great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme, and private medical insurance.
Inclusion, diversity and belonging
We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.
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