About The Role
Customer Service Team Manager - Certified Role - 12 month Fixed Term Contract/Secondment.
This role is Certified, you will be added to the SMCR register if successful.
Ready for the next step in your career? We’re recruiting for a certified Customer Service Team Manager to come and join the Customer Reconnections team, based in Bournemouth. 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.
This position will be office based with the flexibility to work from home.
You’ll work 37.5 hours per week (Monday to Friday). No weekend work.
This role is offered on the basis that the successful candidate attend the office each day (Monday to Friday, 37.5 hours per week).
Your salary will also increase as you develop your skills and hit key milestones and you will be eligible for a performance-related annual bonus.
About You
Ideally, you’ll be experienced in managing people within the Financial Services environment, or we would like to hear from those with relevant experience coming from a strong Customer Service environment with a keen sense of autonomy within your role. This will include experience leading, coaching, and developing your team. You’ll be working within a fast-paced customer service environment and will need to possess the right behaviours, in line with our LV= values.
This role will include overseeing 10-15 members of staff who are our first point of contact across our products, predominantly over the telephone. This is a great opportunity to be part of the evolution of LV.
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. This is an exciting development opportunity and we will be able to supply any and all information on the certification.
Key Responsibilities
1. 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.
2. Through your team, deliver Customer Experience service excellence in line with agreed quality control and KPI standards.
3. Support a combination of in-house and 3rd party recycling activity, reporting, data collection & analysis and continuously working towards process improvements.
4. Demonstrate effective communication skills to champion and maintain positive relationships with team members, peers, colleagues, and internal/external customers.
5. 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 Life SBU, LV= Group Risk function, other group functions, and by external regulatory bodies.
Rewards and Benefits
This role is a Band B in the LV= Structure.
· 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 LV= Life and Pensions will double match the amount you pay, up to 14%
· You’ll receive up to 20% discount on our life products for you and your immediate family.
Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.
About Us
Here at LV= Life and Pensions we love to hear from great people, so don’t forget to connect with us on social media.
We’re proudly an equal-opportunity employer and we highly value diversity and inclusivity.
We don’t discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We’re also open to conversations about flexible working as part of your application - if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.
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