Who are we? We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive. The role What will you be doing? As a Lead, deliver exceptional customer service at all times to our new and existing clients by giving them an excellent on-boarding and renewal experience. Lead by example, taking ownership in dealing with client enquiries with a high level of accuracy, attention to detail and supporting the wider team What will you bring? Key Accountabilities: Operates within own area of accountability to manage and prioritise own workflow to maintain quality of service for your Clients/Brokers liaising in a professional manner at all times. Upload monthly data files accurately, reconciling the member data, raising invoices and generating welcome packs. Follow procedures and guidelines to ensure client’s service standards are achieved in accordance with SLA and FCA requirements. Understand and apply all legal, regulatory, information security and compliance requirements recording and escalate breaches. Generate and send members packs (by post and email) to all clients at renewal and for new joiners. Deputising for the Team Leader/Team Manager prioritising the team’s workloads, action planning, reporting and auditing team productivity. Support with the onboarding and training requirements for new starters. Handling escalations and complaints – being a point of contact for the team for day-to-day queries. Challenge current processes and explore new ways of working to ensure effective and efficient working processes. Sound knowledge and an expert in all Operations Team processes and procedures Sharing best practice and cross training across Dental Operations where required Quality Assurance - providing feedback to support individual growth and development. Be a role model for the team, leading by example, displaying Unum values at all times. Taking on additional project work over and above the day to day responsibilities to support future growth and to enhance the customer experience. Maintain and develop own technical knowledge and expertise. Commit to own personal development. Taking ownership in identifying areas of training needed in order to support your future career within the business. Strong understanding and awareness of Risk. Each member of staff has a responsibility to adhere to the Unum policies and procedures. In particular to ensure operational controls are carried out in accordance with laid down procedures, to ensure the ongoing mitigation of business risk. In this regard regular training should be agreed with the departmental manager / team leader. Generate and send members packs (by post and email) to all clients at renewal and for new joiners. Ensure the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer. Understand how Conduct Risk, Treating Customers Fairly, Consumer Duty, Risk Management and Solvency II Systems of Governance relate to both the role and the divisional activities and highlight any opportunities for improvement. Comply with Unum’s Code of Conduct and other Company Policies and Procedures as appropriate to the role. L ive the Unum Leadership Expectations and the We Are Unum values. Required Knowledge and Skills: Excellent communication skills both written and verbal. Strong numeracy skills. Strong organisational skills. Proven ability to work under pressure and meet deadlines. Proven ability to work within a team environment. Excellent IT skills including Microsoft Word and Excel knowledge. Flexible and able to work without supervision. Excellent knowledge of the Unum Dental products. Proven experience of problem solving. Excellent attention to detail. Why join us? At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life. We’ve built a supportive, inclusive environment where you can be yourself, whilst also being part of a growing organisation. From charity and volunteer opportunities to career growth, your possibilities are endless. If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to careersunum.co.uk. Company: Unum UK