At a Glance
- Tasks: Manage customer support and access management metrics while leading a dynamic team.
- Company: Join RGA, a Fortune 200 company focused on life and health solutions.
- Benefits: Enjoy a respectful environment, career growth, and the chance to work with diverse colleagues.
- Other info: Flexible work environment with opportunities for training and mentorship.
- Why this job: Make a real impact in financial protection and innovate within a collaborative culture.
- Qualifications: 5+ years in service desk or technical support, strong communication, and problem-solving skills.
The predicted salary is between 54450 - 66550 £ per year.
A purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.
A Brief Overview
Under limited supervision, is responsible for daily management of Service Desk (SD) and Enterprise Access Management (EAM) metrics, operational efficiencies for the IT Support regarding customer support requests and incidents. Ensures required information is collected and documented within tickets. Conducts day to day management of IT Support functions including leading good customer service practices and adherence to RGA business and technical standards.
What you will do
- Day to day monitoring of the regional team activity to incorporate consistency and best practice operations.
- Responsible for direct handle of Enterprise Access Management tickets.
- Relay of information, updates and knowledge to the regional team in a timely manner with occasional updates to knowledge articles and Standard Operating Procedures as applicable.
- Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices.
- Handle specific escalation requests, monitor critical escalations to completion.
- Complete audits of completed work by the regional team.
- Coaching/mentoring of underperforming regional staff to maintain high performance standards.
- Rotational Holiday/Weekend coverage.
- Take On Call Rotation as needed.
- Contribute to on-going Service Desk and EAM process improvements and operational efficiencies.
- May supervise or manage four or fewer staff, and responsible for team’s performance; coaches and mentors team members.
- Perform other duties as assigned.
Education
Associate’s or Bachelor’s degree or related experience.
Experience
Required:
- 5+ years' Service Desk or technical user support experience.
- Ability to set goals, multitask and prioritise workload for the regional team.
- Ability to create and train on needed informational assets/knowledge applicable to the regional team.
- Ability to be flexible when needed, take initiative, and demonstrate accountability.
- Adept at oral communications, verbal communications, and customer service skills.
- Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions.
- Can resolve application/IT issues through troubleshooting with minimal assistance.
- Independent problem-solving, self-direction and documentation skills.
- Ability to work well within a team environment and participate in department projects.
- Ability to travel if necessary to train people in other locations.
Preferred:
- 7+ years' Service Desk or technical user support experience.
Technical Requirements
- 5+ years of IT Support, Call Center Experience, Process Management Experience.
- Service Now or similar ticket system experience, Calabira or similar Phone Queue Technology.
- Insurance industry knowledge.
What you can expect from RGA:
- Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
- Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
- Join the bright and creative minds of RGA, and experience vast, endless career potential.
We’re excited to get to know you and connect your unique skills with our global opportunities.
Lead Customer Support/Access Mgmt Analyst in London employer: Reinsurance Group of America
Reinsurance Group of America is an exceptional employer, offering a collaborative and innovative work culture that empowers employees to tackle meaningful challenges in the life and health reinsurance sector. Located in London, our multinational team thrives in a respectful environment that values individuality and fosters professional growth, providing ample opportunities for career advancement and skill development. Join us to be part of a purpose-driven organization where your contributions can make a real impact on financial protection accessibility worldwide.
Contact Details:
Reinsurance Group of America Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Support/Access Mgmt Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reinsurance Group of America. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reinsurance Group of America before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Customer Support/Access Mgmt Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reinsurance Group of America:Your cover letter is your chance to shine! Tell us why you want to work at Reinsurance Group of America specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reinsurance Group of America!
How to prepare for a job interview at Reinsurance Group of America
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
