Customer Service Team Leader

at  Canada Life Limited

Job Purpose

• To recruit, lead & motivate a customer service team across single/multiple product lines as required, ensuring service level targets are fully understood and met, quality standards are maintained and expenses in line with budget.
• Develops & improves the skills of their team members by coaching, mentoring & providing development opportunities. Use data to provide regular feedback ensuring poor performance is managed through due process and strong talent is recognised, and progression plans are in place.
• A strong, confident communicator who can positively engage our people. Able to share the goals and objectives which demonstrates the role their team play in the overall Customer Services structure. A strong team player who works together to gain consensus in any situation. Ability to influence and support diverse team and tailor style according to individual team requirements.
• To ensure that they put the customer at the heart of everything we do in line with our blueprint.
• Embeds a culture of professionalism and ensures that legislative and Company requirements/standards are met. Displays blue-print and model behaviours to inspire and develop internal cultural change

What You’ll Do

• To manage a customer services diverse team across single/multiple product lines as required, ensuring service level targets are fully understood and met, quality standards are maintained, and costs are appropriate.
• To lead their team and take responsibility for recruitment, performance and development for all staff reporting through to them.
• To manage and ensure flexible resource levels (people, skills and availability) are always maintained.
• Use data insights and analysis to make data informed and outcomes focussed decisions. Develop longer term outlooks on resource and service.
• To put the customer at the heart of everything we do. Ensures that that the legislative and Company standards are all met within stated timescales by all in their team.
• To make commercial decisions when needed to support a correct customer outcome.
• Building collaborative partnerships with other teams & the business line working towards overall company strategy.
• To ensure compliance with Company policies, regulatory, professional and legal requirements