Team Manager - Front Office - Hybrid in Reading

Team Manager, Front Office – 50/50 Hybrid

At Guardian, our mission is simple: to ensure every family has protection they truly believe in. We’re challenging the market with a fresh approach and a brand promise —Life. Made Better.

We are looking for an experienced Team Manager to join our Front Office customer service team.

What does a Team Manager, Front Office do?

• Manage resources and ensure the necessary competencies are maintained to meet and exceed business targets, SLA’s, Adherence and Quality
• Continuously drive down breaches and process errors through provision of regular feedback, implementing changes, overseeing remedial actions to improve quality and / or address development areas as required
• Manage Customer team of Customer Support Specialist, including development, training and performance.
• Perform regular 1:1 meetings with all team members referencing and tracking against business objectives and individual development goals
• Drive efficiency improvements to
• Ensure team are business ready for
• Collaborate with all Operations team managers
• Work with Distribution and Marketing to understand our reputation in the market regarding service and react appropriately to feedback
• Support the investigation and management of Complaints, Breaches and Errors for members of their team.
• Support recruitment for Operations.
• Ensure customer expectations are managed throughout their journey and consider commercial outcomes of decisions.

Who are we looking for?

• Experience in leading customer services and administrative functions
• Experience of leading in a contact centre environment with direct people management experience
• Experience in coaching for performance
• Ability to work with colleagues at all levels and with external stakeholders

What’s in it for you?

• Private Medical Insurance with rewards for yourself with discounted rates for your family members
• Competitive Company Pension Scheme
• Access to several employee discounted schemes to suit your lifestyleincluding but not limited to:
  • Private dental insurance
  • Electric Vehicle Salary Sacrifice Scheme
  • Cycle to Work scheme
  • Comprehensive Europe and Worldwide Travel Insurance
  • Medical Cash Plan
  • Gym memberships
  • Access to 24/7 GP service for you and your family
  • 25 days holiday with the option to purchase more

This is an exciting time to be joining us with plenty of opportunity for professional growth.

We are an equal opportunities employer and welcome applications from all backgrounds, identities and experiences and we actively promote equal opportunities in our recruitment process.

Most of our vacancies can be offered on a hybrid basis, working 50% of your working time per month from the Readingoffice. We can also consider flexible working. Should you wish to learn more about the role, orhave any questions, please contact our HR Team via hrservicedesk@puntersouthallgroup.com.