Team Manager - Front Office - Hybrid

Guardian1821; Reading; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension

Private dental insurance

EV Salary Sacrifice Scheme

Cycle to Work scheme

Europe and Worldwide Travel Insurance

Medical Cashback Plan

Gym memberships

24/7 GP service

Job summary

Guardian is seeking an experienced Team Manager for the Front Office customer service team. You will lead operations to deliver high-quality service to advisers and customers in a 50/50 hybrid work model.

You will manage resources, coach performance, support recruitment, and collaborate with operations, distribution and marketing to monitor reputation and resolve complaints.

Qualifications

• Experience in leading customer services and administrative functions.
• Experience of leading in a contact centre environment with direct people management experience.
• Experience in coaching for performance.
• Ability to work with colleagues at all levels and with external stakeholders.

Responsibilities

• Lead Guardian's customer service operations, ensuring the Front Office proposition for advisers and customers is delivered and the quality of services is recognised as market-leading.
• Manage resources and ensure competencies are maintained to meet and exceed targets, SLA’s, Adherence and Quality.
• Develop, train and manage the Customer Support Specialist team, including performance reviews and development plans.
• Conduct regular 1:1 meetings referencing business objectives and development goals.
• Drive efficiency improvements and address breaches and errors.
• Collaborate with Operations team managers and with Distribution and Marketing to understand and respond to market reputation and feedback.
• Support recruitment for Operations and manage customer expectations throughout their journey.

Job description

Team Manager, Front Office – 50/50 Hybrid

At Guardian, our mission is simple: to ensure every family has protection they truly believe in. We’re challenging the market with a fresh approach and a brand promise —Life. Made Better.

We are looking for an experienced Team Manager to join our Front Office customer service team.

What does a Team Manager, Front Office do?

As the Team Manager, you will lead Guardian's customer service operations, ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered and ensure that the quality of our services continues to meet and be recognised for leading the market.

Your responsibilities include but will not be limited to:

• Manage resources and ensure the necessary competencies are maintained to meet and exceed business targets, SLA’s, Adherence and Quality
• Continuously drive down breaches and process errors through provision of regular feedback, implementing changes, overseeing remedial actions to improve quality and / or address development areas as requiredli>
• Manage Customer team of Customer Support Specialist, including development, training and performance.
• Perform regular 1:1 meetings with all team members referencing and tracking against business objectives and individual development goals
• Drive efficiency improvements to
• Ensure team are business ready for
• Collaborate with all Operations team managers
• Work with Distribution and Marketing to understand our reputation in the market regarding service and react appropriately to feedback
• Support the investigation and management of Complaints, Breaches and Errors for members of their team.
• Support recruitment for Operations.
• Ensure customer expectations are managed throughout their journey and consider commercial outcomes of decisions.

Who are we looking for?

• Experience in leading customer services and administrative functions
• Experience of leading in a contact centre environment with direct people management experience
• Experience in coaching for performance
• Ability to work with colleagues at all levels and with external stakeholders

What’s in it for you?

• Private Medical Insurance with rewards for yourself with discounted rates for your family members
• Competitive Company Pension Scheme
• Access to several employee discounted schemes to suit your lifestyleincluding but not limited to:
  • Private dental insurance
  • Electric Vehicle Salary Sacrifice Scheme
  • Cycle to Work scheme
  • Comprehensive Europe and Worldwide Travel Insurance
  • Medical Cash Plan
  • Gym memberships
  • Access to 24/7 GP service for you and your family
  • 25 days holiday with the option to purchase more

We are an equal opportunities employer and welcome applications from all backgrounds, identities and experiences and we actively promote equal opportunities in our recruitment process.