Head of Customer Care

Head of Customer Care
Based: West of York
Salary: GBP50,000 + Excellent Benefits
Reporting to the Chief Operating Officer, you will manage the customer journey in line with the
Company's strategic objectives.
drive change to ensure delivery of customer care in line with the Company's service standards
and regulatory requirements
collaborate with other business areas to further develop and implement customer care
strategies
support the continuous development and implementation of the Company's strategy,
proposing innovative ideas and influencing positive change to improve customer care
identify, mitigate and monitor risks to the customer journey
manage resource and budget effectively to facilitate the development of the Company's
strategic objectives
oversight of multiple teams
management of the Company Trainers
engender and promote a customer–centric approach by all team members
define, develop and monitor KPIs
preparation of reporting for the Board, Board Risk Committee, Board Audit Committee, Risk
Key skills:
ability to manage own workload with multiple tasks simultaneously
ability to lead and manage a senior group of people
ability to effectively manage allocated resources
understanding of the insurance regulatory framework and requirements
excellent technical insurance knowledge
excellent stakeholder management and relationship–building skills across all levels of the Company
excellent oral and written communication with excellent attention to detail
and Compliance, Finance and Project Management Committees as required
If this sounds like you then please send across your cv with a covering letter