Job Overview
We’re looking for a Customer Service Leader to join our Bereavements team, where you’ll play a vital role in supporting customers during some of the most difficult moments in their lives. You’ll lead, coach and inspire a compassionate team, helping to ensure every interaction is handled with care, empathy and professionalism, while continuing to deliver positive and fair customer outcomes.
This is a hybrid opportunity for someone who is passionate about people leadership and customer experience, with a strong focus on continuous improvement and delivering fair and positive outcomes. You’ll work in a collaborative environment, helping to shape team performance, enhance customer journeys and contribute to broader business objectives.
We’re offering a competitive base salary, starting from £34,500 depending on experience.
What you’ll be doing:
* Leading, motivating and developing a team to deliver excellent customer outcomes and achieve business goals
* Supporting team members through coaching, feedback and development planning to enhance capability and performance
* Monitoring service levels and managing resources effectively to meet customer demand and work priorities
* Identifying opportunities for continuous improvement in processes, systems and customer service delivery
* Managing complex queries and complaints, investigating issues and driving fair and timely resolution
* Collaborating with colleagues and stakeholders to prioritise work and improve operational efficiency
* Managing risk and ensuring compliance with regulatory, financial and legislative requirements
* Contributing to recruitment, performance management and team engagement activities
All offers of employment are conditional on completing regulated pre‑employment screening checks. This may include verification of your identity, work history, qualifications, right to work, and any other checks relevant to the position.
Who we’re looking for:
* Experience of leading or supporting teams within a customer‑focused environment
* Strong communication skills with the ability to engage, influence and build relationships
* Ability to coach and develop others, supporting both performance and career growth
* Proven organisational skills with the ability to prioritise workloads and manage competing demands
* Good analytical and problem‑solving capabilities, with a focus on delivering solutions
* Understanding of customer needs and a commitment to delivering fair and positive outcomes
* Adaptability and willingness to embrace change in a fast‑paced environment
* Awareness of risk, controls and regulatory responsibilities within a financial services setting
Benefits
* The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
* Generous pension contribution
* Life assurance
* Healthcare plan (permanent employees only)
* At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
* Competitive family leave
* Participation in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax efficient salary sacrifice (permanent employees only)
* Discounts for our own products and a range of high‑street stores and online retailers
* Flexibility to discuss part‑time, term‑time and job‑share arrangements, subject to customer demand constraints
* Commitment to creating net‑zero carbon workplaces by 2030 through investment in sustainable, modern offices across the UK
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