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- Tasks: Support operational teams with complex cases and improve processes for better customer outcomes.
- Company: Join Canada Life UK, a modern organisation focused on building better futures since 1903.
- Benefits: Enjoy a competitive salary, generous pension, private medical insurance, and flexible working options.
- Why this job: Be part of a culture that values curiosity, teamwork, and personal development in a diverse environment.
- Qualifications: Minimum 5 GCSEs (A* - C) including English and Maths; administration certificate is a plus.
- Other info: Flexible working arrangements available to fit your lifestyle.
The predicted salary is between 30000 - 42000 £ per year.
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Canada 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
- Provide process, product and system expertise to our operational teams and key stakeholders outside of CS. Organise and co-ordinate resource, information, and support to meet project needs.
- Provide training and support to our CS teams on complex queries and act as a contact point for projects.
- Use data and understanding of processes to identify areas for improvement, redesign and implement improvements and work with the Team Leader to embed the changes. Ensuring our processes are efficient and delivering good outcomes for customers and colleagues.
- Act as the process owner and ensure documentation and customer forms are reviewed and maintained.
- Take the lead on team risks events, data protection breaches and complaints ensuring closure in a timely manner with appropriate remedial actions to avoid repeat instances.
- Support the team with process and regulatory controls, including oversight reporting and checks, exception reports and ICOFR activities.
- To oversee suspense and reconciliations and be the point of contact for audit and compliance activities.
What You\’ll Do
- Act as support for operational teams on complex cases including, complaints, and escalations ensuring the correct customer outcomes are achieved.
- Use data to identify improvement opportunities and challenge historical controls. Redesign and implement process improvements, working with the Team Leader to embed these in the team. Ensure processes are mapped to the Customer Journeys, processes maps and process knowledge are documented, accurate and regularly reviewed. Form owner, reviewing and creating CS forms as required.
- Take the lead on team route cause analysis actions, risks events and data protection breaches, ensuring closure in a timely manner with appropriate remedial actions to avoid repeat instances. Suggesting new controls or improvements to existing controls where necessary.
- Provide/co-ordinate expert training and coaching to colleagues when required.
- Supports the team with control oversight reporting and checks, including payment authorising and sign offs, exception reports. Oversee suspense and reconciliations ensuring they remain within tolerance.
- Act as the business area representative in product and technical group forums and official projects or programmes as needed.
Who You Are
- Understanding of Lean and Six Sigma skills and methodology or equivalent
- Ability to collect, interpret and analyse data.
- Design and facilitation of Improvement Workshops
- Benefits definition and realisation
- Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities.
- Communicates effectively and able to work with people across all levels from front-line agents to senior management.
- Aptitude to learn and make a difference.
- Curiosity and tenacity to explore beyond the immediate circumstances to identify further improvements.
- Ability to solve complex problems quickly and decisively.
Qualifications
- Minimum 5 A* – C / 9 – 4 Grade GCSEs (including English and Maths) or equivalent
- Certificate in Administration is desirable – Life Office Administration (FA1)
Benefits Of Working At Canada Life
We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that\’s regularly reviewed. As a Canada Life UK colleague, you\’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.
How We Work At Canada Life
Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.
We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That\’s why we offer a range of training, flexible working and opportunities to grow and develop.
Diversity and inclusion
Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we\’re making in DEI, and we continue for it to be a significant focus.
\”At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.\” Nick Harding, Chief People Officer, Canada Life UK
We appreciate that everyone has different work and life responsibilities. We\’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.
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Customer Service Operational Specialist employer: Conception X Enr.
Contact Detail:
Conception X Enr. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operational Specialist
✨Tip Number 1
Familiarise yourself with Lean and Six Sigma methodologies, as these are crucial for the role. Consider taking a short online course or reading up on these concepts to demonstrate your understanding during interviews.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in previous roles. Be ready to discuss specific instances where your insights led to positive changes.
✨Tip Number 3
Network with current or former employees of Canada Life UK on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your organisational skills and how you manage competing priorities. Think of examples from your past experiences that highlight your ability to meet tight deadlines while maintaining quality.
We think you need these skills to ace Customer Service Operational Specialist
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and qualifications required for the Customer Service Operational Specialist position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Skills: Emphasise your understanding of Lean and Six Sigma methodologies, as well as your ability to analyse data and implement process improvements. Provide specific examples from your past experiences that demonstrate these skills.
Craft a Compelling Cover Letter: Write a cover letter that not only introduces yourself but also explains why you are passionate about the role and how your background makes you a suitable candidate. Make sure to connect your experiences with the company's values and mission.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a role in customer service.
How to prepare for a job interview at Conception X Enr.
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Customer Service Operational Specialist. Familiarise yourself with the key tasks mentioned in the job description, such as process improvement and data analysis, so you can discuss how your skills align with these requirements.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've solved complex problems in previous roles. Highlight your ability to analyse data and implement process improvements, as this is crucial for the position. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Communication Skills
As the role involves working with various teams and stakeholders, effective communication is key. Practice articulating your thoughts clearly and concisely. Be ready to explain how you've successfully communicated complex information to different audiences in the past.
✨Prepare Questions for the Interviewers
At the end of the interview, you'll likely be asked if you have any questions. Prepare thoughtful questions that show your interest in the company and the role. For example, you could ask about the team's current challenges or how success is measured in this position.
