Customer Operations Manager. Llantristrant.
Our client is a rapidly expanding Insurance Company and is in need of key Personnel to be instrumental in the expansion and development of the company and employees. Their ethos is to work hard to meet the customers' needs and believe that being Welsh, local, hard working, dedicated and loyal is a strength to their brand.
Job Purpose
To lead, inspire, motivate and manage Customer Operations team to exceed Customer Experience, Cost Effectiveness and Income targets through delivery of the following services:
- Claims notification & support
- Customer Fulfilment
- Customer Payments
- Complaints
Key Accountabilities:
Financial
- Delivery of Claims-related Income
- Management of Costs
- Delivery of Write-off budget
Management
- Ownership of all Customer Operations’ processes to improve Cost Efficiency
- Root cause analysis and continuous improvement of the Customer Experience
- Resource and capacity planning
- Overall administration of the customer measure KPI
- Development of appropriate internal and supplier SLAs
- Day-to-day operational management of key third parties, e.g. insurers and suppliers
- Adherence to Company Policies & Procedures, e.g. Absence Management, Banking
Customer
Delivery, and continuous improvement, of a great Customer Experience where our customers willingly recommend us to their friends and family – specifically delivery of the following services:
- Phone-based Claims notification & support – to identify and meet customer needs, e.g. Personal Injury, Courtesy Car
- Customer Fulfilment – to fulfil customer policies (new business, renewal, amendment, cancellation) in a timely and efficient manner plus identify further sales leads
- Phone-based Payment Collections – to successfully and efficiently collect monies
- Complaints Management
Regulatory & Legal
- Regulatory compliance
- Adherence to Legal requirements including Employment and Health & Safety Legislation
Key Technical Skills and Experience:
- Minimum 2 years direct management of 20+ people
- 2+ years Operational Management ideally in a customer-facing, multi-disciplined, call centre environment
- Demonstrable leadership of leading change initiatives to improve customer experience and operational efficiency
- Strong evidence of implementing and applying performance management
- Budget management
- Experience of working effectively with Senior Management level
- Ideally experience of working in the Personal Lines insurance marketplace with a knowledge of the regulatory environment
- Direct involvement in a culture of best practice improvement –ideally Lean – and the associated tools and techniques, would be a distinct advantage
Qualifications
Educated to degree level or equivalent
Company Description
Tailored Solutions are a specialist legal recruitment consultancy focused on Legal Support and Legal Qualified permanent, temporary and locum positions. Each office also has a specialist consultant with many years experience focused on recruitment drives and large volume legal departments.
We operate within the private practice, insurance & in house markets covering Wales, South West & London.
As a candidate you can expect a different approach from us, we are not ex lawyers we are legal recruiters and have been for the last 8 years we are passionate about what we do and we hope you will see that in our candidate relationships, we build this by listening to our candidates needs and offering a high level of customer service and delivery. We believe that each candidate needs easily approachable two way working relationships.
We recruit for many of the top Legal 500 Law Firms and niche practices across the country. Recent clients have described us as: - Energetic, friendly to work with and customer focused.
