Join to apply for the Customer Service Team Leader role at Canada Life Assurance Europe plc.
Canada Life UK has been serving the retirement, investment, and protection needs of individuals, families, and companies since 1903. As part of Great-West Lifeco, we operate as a modern, agile, and welcoming organization dedicated to building better futures for our customers, intermediaries, and employees.
Job Purpose
1. Recruit, lead, and motivate a customer service team across single or multiple product lines, ensuring service level targets are met, quality standards are maintained, and expenses are within budget.
2. Develop team members' skills through coaching, mentoring, and providing development opportunities; use data to provide feedback, manage poor performance, recognize talent, and plan career progression.
3. Communicate confidently to positively engage team members, share goals, and demonstrate how their roles contribute to the overall Customer Services structure. Influence and support diverse teams, adapting style to individual needs.
4. Ensure customer-centric practices align with our blueprint.
5. Embed a culture of professionalism, ensuring compliance with legislative and company standards, and exemplify blueprint behaviors to inspire cultural change.
What You'll Do
1. Manage a diverse customer service team across product lines, meeting service targets, maintaining quality, and managing costs.
2. Lead recruitment, performance management, and staff development.
3. Maintain flexible resource levels in terms of people, skills, and availability.
4. Use data insights to make informed decisions and develop long-term resource and service plans.
5. Prioritize customer needs, ensuring compliance with all standards and regulations.
6. Make commercial decisions to support optimal customer outcomes.
7. Build collaborative partnerships within the team and across the business to align with company strategy.
8. Ensure adherence to company policies, regulatory, professional, and legal requirements.
Who You Are
Knowledge
* Experience managing high-volume, multi-product customer service tasks.
* Understanding of customer service management in shared services environments.
* Risk and control management knowledge.
* Insurance sector familiarity.
* Data protection and handling sensitive information knowledge.
* Experience with regulatory complaint handling processes.
Skills
* Excellent people management, coaching, and leadership skills.
* Positive, proactive attitude.
* Confidence to deputize for managers when needed.
* Ability to operate under pressure in a fast-paced environment.
* Resource management and prioritization skills.
* Data analysis and reporting skills.
* Strong organizational and communication skills.
* Ability to influence and motivate individuals.
Experience
* Experience in customer service or customer-focused roles.
* Managing teams in regulated environments.
* Participation in projects or change initiatives.
* Quality control oversight.
* Effective communication with team members and senior management.
* Complaint handling experience, preferably in FCA-regulated environments.
Benefits of Working at Canada Life
We offer a competitive salary and benefits package, including a pension scheme, bonus scheme, income protection, private medical insurance, and life assurance. We also support personal and professional development.
Our Culture
We foster a unique culture centered on doing the right thing for our people, customers, and community. Our blueprint behaviors—curiosity, ownership, collaboration, and innovation—guide our work. We invest in our people, technology, and workplaces, offering training, flexible working, and growth opportunities.
Diversity and Inclusion
We are committed to an inclusive workplace that values diversity. We believe diverse perspectives foster innovation and better outcomes. We welcome flexible working arrangements to support work-life balance.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Insurance
#J-18808-Ljbffr