Operations Manager/ Digital delivery leader

Up to £50,000

Operations Manager/Digital Delivery Leader

Upto £50,000 + Performance based Bonus

Career Progression Opportunities

The Client

Our client is an award-winning company with 40 years’ experience within the insurance field. They are looking for a Call Centre Manager to lead their claims department on a day to day basis to meet the needs of consumers through channels that suit them, at times convenient to them. The team are currently going through to process of revolutionising their digital presence and their online processes and therefore are looking for someone who will be able to take ownership and support with leading this project. This could be a fantastic opportunity for someone who has worked within Digital delivery and is looking to take a step up their career.

Our client is looking for someone from a customer service background who is forward thinking and familiar with consumer behaviours. Someone is creative and wanting to take ownership of leading the team through a digital change to meet consumer needs. This is an exciting time to join a growing and developing company with long term career opportunities.

Key accountabilities:

  • Working with the Head of Operations, to develop and implement Strategies that deliver outstanding service through multiple channels
  • Ensure that claims are dealt effectively and efficiently in line with agreed parameters, and within service standards
  • Manage and develop relevant call quality monitoring processes
  • Manage and develop staff engagement strategy for the Team
  • Ensure that an appropriate competency framework is in place across all areas ensuring that there are appropriate assessment and benchmarking procedures are in place
  • Be a champion for FCA regulations such as ICOBs and TCF principles, promoting customer satisfaction and continuous staff improvements
  • Working with the Head of Operations, develop an effective headcount planning model, and ensure that it is regularly revised and updated
  • Ensure completion of all training for staff members to meet company and FCA standards
  • Ensure that you (and any direct reports) are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business
  • Identify, manage and report risk within the Team

Experience and knowledge

  • Previous management experience, including ownership of service delivery and KPI’s in a consumer-based setting
  • Reporting to internal and external stakeholders
  • Experience of claims or customer service delivery in a multi-channel contact centre incorporating blended telephone, email, live chat and social media
  • Experience of leading a customer service or claims team through a digital transformation process would be a distinct advantage
  • Experience of resource and staffing plans
  • Robust general knowledge of trends in consumer behaviours
  • Up to date knowledge of all regulatory requirements for customer contact management, claims handling and complaint handling
  • Ability to focus and lead improvements on process, customer journey and KPIs while managing day to day demands
  • Ability to manage ‘surge situations’ dynamically and with rigour
  • Ability to formulate strategies and plans for development of the operation and to execute with a strong delivery and success focus
  • Experience of leading change in a complex and fast-moving environment
  • Ability to collaborate with support functions and peers and build strong relationships

Meet Your Specialist

Recruitment Consultant
Bryony McQuade
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