About the role
We have an exciting opportunity for someone to join the Avon Insurance team as a Customer Services Team Leader on a 12 month basis to cover maternity leave in the team. The main purpose of the role is to lead, manage, motivate and develop the Customer Service and Training function to deliver first class customer service; compliant with regulatory requirements, Service Level Agreements and Clients contractual agreements; at the best possible cost to the business.
In addition, you will;
- Develop, agree, communicate and monitor performance targets, plans and objectives designed to deliver the requirements of the Customer Service operational plan for the efficient and compliant processing and servicing of Avon products
- Plan, resource, develop and coach a team to deliver consistently good customer service, ensure continuity and deliver the skills required for the future
- Lead, manage, motivate and develop direct reports so that they know what is expected, are able to maximise their contribution to business objectives and realise their potential
- Plan, direct, prioritise and oversee the implementation of initiatives for the improvement of processes, procedures and practices that will deliver cost, quality and service benefits to the business
- Identify, review and act on internal and external developments, risks and issues to ensure regulatory requirements are complied with, controls are effective and mitigating actions are in place
- Investigate and resolve escalated complaints, to the requirements of NFUM and the regulator, to ensure fair customer outcomes, root causes are established and remedial actions put in place
- Plan, direct, prioritise and oversee the delivery of Avon’s operational training plans and objectives to the required standard in order to maintain and increase skills and competence in line with Avon’s strategy; and adhere to the organisations Training & Competence Scheme
- Deliver short term / one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager
About you
Qualifications
Relevant professional qualification e.g. ACII, ILM or NVQ
Experience and Knowledge
Successful track record of leading a team to achieve service levels
Experience of working within a customer focussed, operational environment, ideally within financial services
Knowledge of the financial services and regulatory requirements preferable
Further information
This role is a Level 4 which includes an annual bonus of up to 17.5% and 25 days holiday
The hiring manager is Hannah Dixon
The recruiter looking after this vacancy is Greg Statham - greg_statham@nfumutual.co.uk
Customer Service Team Leader - Maternity Cover employer: NFU Mutual
NFU Mutual is an excellent employer that values collaboration and innovation, offering a hybrid work model that allows for 80% homeworking. With a strong focus on employee development and a supportive work culture, team members are encouraged to grow their skills in data analysis and coding while making a real impact on customer outcomes. The Stratford-upon-Avon office provides a vibrant environment where employees can connect with colleagues across various departments, enhancing both professional and personal growth.
