Customer Services Manager

at  Foresters Financial

The Customer Services Manager is responsible for managing a high level of administrative support services for Forester Life customers and field force, from initial contact through to the end of the contract terms. The Customer Services manager will manage and contribute to projects and changes effecting the customer services environment, as defined by the Chief Operating Officer and/or business/regulatory requirements.

Key Responsibilities & Duties

• Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
• Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans.
• Sets and reviews progress against objectives
• Develop, implement, maintain and monitor service level standards.
• Develop and maintain quality controls.
• Review, improve, streamline and implement administration processes, procedures and system.
• Procedures being up-to-date and fit for purpose.
• Reviews and manages complaints
• Monitors and manages escalated calls and quality reviews.
• Works within agreed process and payment authority levels.
• Provides monthly MI reports to senior management.
• Provides statistical reporting to HMRC.
• Monitors and manages the Customer Service Risk Register

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities

• Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
• Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans.
• Sets and reviews progress against objectives
• Develop, implement, maintain and monitor service level standards.
• Develop and maintain quality controls.
• Review, improve, streamline and implement administration processes, procedures and system.
• Procedures being up-to-date and fit for purpose.
• Reviews and manages complaints
• Monitors and manages escalated calls and quality reviews.
• Works within agreed process and payment authority levels.
• Provides monthly MI reports to senior management.
• Provides statistical reporting to HMRC.
• Monitors and manages the Customer Service Risk Registe