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Canada Life UK manages retirement, investment, and protection needs for individuals, families, and companies. We aim to build better futures for our customers, intermediaries, and employees by operating as a modern, agile, and welcoming organization.
Part of Great-West Lifeco, Canada Life UK has been in the UK since 1903, with hundreds of dedicated employees committed to doing the right thing for our stakeholders.
We are transforming to become a more customer-focused business, offering expertise in financial and tax planning, home finance, annuities, and collective fund solutions.
Job Purpose
1. Recruit, lead, and motivate a customer service team across one or multiple product lines, ensuring service levels, quality standards, and budget targets are met.
2. Develop team skills through coaching, mentoring, and providing development opportunities; use data to give feedback, manage poor performance, recognize talent, and plan for progression.
3. Communicate confidently to positively engage team members, share goals, and demonstrate how their roles fit into the overall Customer Service structure. Influence and support diverse teams, adapting style as needed.
4. Ensure customer-centric approach in all activities, aligned with our blueprint.
5. Foster a culture of professionalism, ensuring compliance with legislative and company standards, and exemplify behaviors that inspire cultural change.
What You'll Do
1. Manage a diverse customer service team across product lines, ensuring targets, quality, and costs are controlled.
2. Oversee recruitment, performance management, and development of team members.
3. Maintain flexible resource levels in terms of personnel, skills, and availability.
4. Utilize data insights to make outcome-focused decisions and plan long-term resource and service strategies.
5. Prioritize customer needs and ensure compliance with all standards and regulations.
6. Make commercial decisions supporting correct customer outcomes.
7. Build collaborative relationships within teams and the broader business to align with company strategies.
8. Ensure adherence to company policies, regulations, and legal requirements.
Who You Are
Knowledge
* Experience managing high-volume, multi-product customer service tasks.
* Knowledge of customer service management in shared services environments.
* Understanding of risk management, insurance sector, data protection, and complaint handling processes.
Skills
* Strong leadership, coaching, and people management skills.
* Positive, proactive attitude and confidence to act in the manager's absence.
* Ability to operate effectively under pressure in a fast-paced environment.
* Data analysis, resource management, prioritization, and organizational skills.
* Clear communication, listening skills, and the ability to influence others.
Experience
* Experience in customer service or customer-focused roles.
* Managing teams in regulated environments and handling quality and complaint processes.
Benefits and Culture
We offer a competitive salary, comprehensive benefits including pension, bonus, income protection, private medical insurance, and life assurance. We invest in our people’s development and promote flexible working.
Our culture emphasizes doing the right thing, curiosity, ownership, collaboration, and continuous improvement. We support diversity, inclusion, and flexible work arrangements.
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