Job Title: Customer Champion Manager
Target Start Date: ASAP
Contract Type: 6 Month Secondment
Salary Range: £41,200 - £61,800 Dependent on Experience
Location: Eastleigh/Bournemouth/Gloucester
Closing Date for applications: Thursday 5th February
Customer Champion Manager: Ageas’ purposeof understand people + simplify insurance forms part of our overall strategy, focusing on both our people and customers. The Customer Champion Manager will be integral to help in delivering this.
The Customer Champion Manager should be comfortable working with colleagues across the business spectrum, up to and including the UK Executive Team Directors and Board. An inquisitive person, consultative, persistent and with a natural ability to constructively challenge appropriately. A strong communicator, influencer and effective at delivery
Main Responsibilities as Customer Champion Manager:
1. Using the approach defined by the Customer Challenger Champion through reviews, constantly challenge existing processes and practices across the business to identify areas for improvement and drive positive change for customers.
2. Proactively identify opportunities to learn from and utilise external sources to help Ageas leverage good practice and anticipate changes in the macro environment.
3. Act as the voice of the customer within the organisation, representing their needs and expectations in all decision-making processes.
4. Collaborate with all departments, including Claims, Customer Operations, Distribution, Underwriting etc, to ensure a seamless and consistent customer experience.
5. Understand and analyse customer feedback and data to identify trends and areas for customer improvement.
Skills and experience you need as Customer Champion Manager:
6. A passion for exploring areas of interest that result in narrating critical stories to provide a mix of qualitative and quantitative evidence that support influencing others.
7. A strategic thinker who always questions the ‘why’ to make sure the reasoning is meaningful. Challenging traditional thinking and putting the customer at the heart of decisions.
8. Must be commercially astute, although this is a customer focussed role, being strategically mindful of balancing commercial and customer needs to achieve the strategic goals of the business will be required for stakeholder positioning.
9. Excellent communication and interpersonal skills. Must have the ability to work collaboratively with cross-functional teams.
10. Must have a passion for customer advocacy and continuous improvement.
At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.
Here are some of the benefits you can enjoy at Ageas:
Flexible Working- Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares. We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.
Supporting your Health- Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Mindfulness.
Supporting your Wealth- 50% off esure and Sheilas' Wheels motor and home insurance, Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
Supporting you at Work- Well-being activities, mindfulness sessions, Sports and Social Club events and more.
Supporting you and your Family-Maternity/pregnant parent/primary adopter entitlement of 16 weeks at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks’ full pay.
Benefits for Them- Partner Life Assurance and Critical Illness cover.
Get some Tech- Deals on various gadgets including Wearables, Tablets and Laptops.
Getting around- Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
Supporting you back to work- Return to work programme after maternity leave.