Job Description

Job Purpose:

To lead a team focused on delivering efficient, fair, and customer-centric operational services. This role oversees the day-to-day activities across one or more operational functions, ensuring service excellence, effective issue resolution, compliance with regulations, and continuous process improvement. You will act as a leader, coach, and escalation point for your team, while also supporting wider business objectives through insight, feedback, and operational input.

Key Responsibilities:

Team Leadership & Development

Manage, lead, and support a hybrid team across relevant operational functions Conduct regular 1:1s, performance reviews, and team meetings to track progress and support individual growth. Provide coaching, training, and guidance to foster a high-performance, customer-first culture.

Operational Management

Oversee the accurate and timely completion of tasks relevant to the function (e.g., claims assessment, customer account updates, retention efforts), ensuring adherence to company processes and industry regulations. Act as a point of escalation for complex or sensitive queries and complaints. Monitor productivity, service levels, and accuracy, taking proactive steps to address performance issues or inefficiencies. Support the team in understanding relevant operational principles and applying them effectively. Provide insights and recommendations to enhance service delivery and customer outcomes.

Customer Interaction Oversight

Supervise the handling of a wide range of customer interactions, including enquiries, account updates, payment processing, cancellations, collections, reinstatements, and refunds. Oversee customer retention and engagement processes to ensure that targets are met and interactions are meaningful and effective. Handle escalated issues such as disputes, payment difficulties, or service complaints with empathy and professionalism. Champion continuous feedback loops by gathering frontline insights and supporting the rollout of improvements or new initiatives.

Service Excellence

Promote a culture of proactive and empathetic customer service that recognises customer needs and expectations. Ensure service levels and KPIs are consistently met while maintaining a helpful, supportive experience. Recognise and appropriately support vulnerable or distressed customers, with sensitivity to individual circumstances.

Stakeholder & Relationship Management

Build and maintain effective working relationships with internal departments and external stakeholders (e.g., partners, suppliers, clients, brokers, or third parties). Represent your function in cross-departmental projects aimed at improving operational efficiency or customer experience.

Compliance & Process Improvement

Ensure all team activities comply with relevant regulatory, legal, and company standards (e.g., FCA, GDPR). Monitor risk areas and ensure high standards of data handling and record-keeping. Work collaboratively with senior leadership to improve workflows, processes, and performance. Actively contribute to change management and business improvement initiatives.

Skills & Competencies Required:

Strong leadership and team management skills Excellent customer service ethos with the ability to manage complex or sensitive situations Solid understanding of core operational functions Strong communication, coaching, and interpersonal abilities High attention to detail and commitment to process accuracy Ability to work under pressure and manage competing priorities Analytical thinking and solution-oriented mindset Proficient in Microsoft Office and relevant operational systems

Desirable Qualifications & Experience:

Experience in an operational environment Experience managing or supporting a team in an FCA-regulated or similar environment Working knowledge of financial services, insurance, or customer-focused industries CII qualifications (or willingness to work towards)

Benefits

Additional annual leave Company pension Employee discount Free parking / On-site parking Life insurance Private medical insurance Referral programme Occasional work-from-home flexibility
Job Types: Full-time, Permanent

Pay: 36,500.00 per year

Benefits:

Additional leave Company pension Employee discount Free parking Life insurance On-site gym On-site parking Private medical insurance Referral programme Sick pay
Work Location: In person