Customer Service Team Manager

To take leadership responsibility for the management, coaching and development of team members to ensure that staff development and performance management objectives are met and that all staff in the area are engaged, motivated and developed to their potential

• Through your team, deliver Customer Experience service excellence in line with agreed quality control and KPI standards.


• Demonstrate effective communications skills to champion and maintain positive relationships with team members, peers, colleagues and internal / external customers.


• To ensure that working practices and procedures are followed to ensure fair outcomes for customers which meet the required standards and controls defined by the Life SBU, LV= Group Risk function, other group functions and by external regulatory bodies.
  
  Ideally, you'll be experienced in managing people within the Financial Services environment, or we would like to hear from those with relevant experience coming from a strong Customer Service environment with a keen sense of autonomy within your role. This will include experience leading, coaching and developing your team. You'll be working within a fast-paced customer service environment and will need to possess the right behaviours, in line with our LV= values., It's important that you have previous experience of coaching/ supporting team members as this role will include overseeing 10-15 members of staff who look after the new business policies for our Life, Income Protection and Critical Illness policies. The Customer Service Team Manager role will also be certified, which includes attaining competence in line with T&C requirements within 12 months following the induction programme.
  
  At LV= Life & Pensions you'll find we thrive on the benefit of everyone's differences. Whoever you are, whatever you are and in whatever way you identify, you're welcome here. We'll make reasonable adjustments to specific needs to make sure your individual requirements are accommodated as far as possible. Being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people but also to our members and our products. We're proud of our people, we only recruit and promote on merit.
  
  At LV= Life and Pensions, you'll go above and beyond to do the right thing for our customers and we'll reward you with an attractive, competitive salary and benefits package in exchange for your hard work., You'll receive up to 20% discount on our life products for you and your immediate family.