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Insight Select
London
Job DescriptionCustomer Excellence Manager / Full time / Contract/ HybridOur client, a leading and global insurance organisation, are seeking a Customer Excellence Manager to join them on a full-time permanent basis. You will be responsible for overseeing and managing the senior leadership team within Quality Auditing. Within this role you will pla
Job Source: Insight SelectExperis
Reigate
Responsibilities: This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefront To have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approach To supervise, develop, lead and motivate a team or t
Job Source: ExperisVenn Group
, United Kingdom
A position has arisen for a Head of Customer Excellence in Cambridgeshire. The role will be pivotal in transforming the customer service experience within the Finance sector. It involves crafting and executing a comprehensive strategy that aligns with the broader objectives of the re-imagining Professional Services initiative. The goal is to estab
Job Source: Venn GroupFocus Management Consultants
London
Job DescriptionOperational Excellence Manager London£50,000 - £55,000 + BonusElevate your career by stepping into a pivotal CI role for a well-established FMCG business, where your expertise in operational excellence will be the catalyst for transformative change.As Operational Excellence Manager, you will drive a culture of continuous improvement
Job Source: Focus Management ConsultantsHays Specialist Recruitment Limited
London
Your new company A rare and exciting opportunity is available working for a blue-chip FMCG powerhouse in Hammersmith for a Customer Excellence Manager on a permanent basis. This role sits in a highly successful team and is a key role to manage outsourced vendor partners, change and project management with a significant number of stakeholder manage
Job Source: Hays Specialist Recruitment LimitedThe Stepstone Group
London
Job Description Company Description At The Stepstone Group we have a simple but very important mission: The right job for everyone. We create opportunities at scale for jobseekers and companies by leveraging our data, platform, and technology. We build great products and services that perfectly match talent and companies resulting in fair and eq
Job Source: The Stepstone GroupBis Henderson
GB
Operational Excellence Project Manager Home based with significant UK travel £50,000-£55,000 plus car allowance and excellent package First-rate operational change management experience gained within a supply chain, logistics or distribution environment is needed for this great opportunity with a successful organisation. Candidates will need to ha
Job Source: Bis HendersonKrispy Kreme
London
Job DescriptionSince its founding in 1937, Krispy Kreme’s focus has remained the same - making fresh doughnuts using our founder’s original recipe. The brand’s iconic Hot Light lets consumers know when doughnuts are being made in the shop so they can stop in and enjoy them hot, right off the line.Doughnuts are a beloved treat worldwide and we opera
Job Source: Krispy Kremereigate, england, United Kingdom
Title: Customer Excellence Manager
Length: 6 months
Rate: £550.00 P/D via Umbrella
Location: Reigate – 2 days in the office
What you need to know:
Reporting to the Head of Customer Support, we are seeking a dynamic and experienced Customer Excellence Manager to join our team. This senior management role will be responsible for overseeing and managing the Managers who lead our Quality Auditing (QA) team, Complaints team, technical and Credit Risk team. The successful candidate will play a crucial role in ensuring the highest standards of customer service and risk management across all aspects of our operations.
Responsibilities:
role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefront
have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a systems thinking approach
supervise, develop, lead and motivate a team or teams to deliver operational requirements, ensuring all targets are achieved whilst continually meeting all quality, regulatory and procedural standards
and Management: Provide leadership, guidance, and support to the Managers of the 4 teams – QA, Complaints, Technical and Credit Risk (c. 30 FTE). Set clear objectives, monitor performance, and foster a culture of excellence and continuous improvement.
Assurance: Oversee the development and implementation of quality assurance processes and procedures to ensure compliance with regulatory requirements and adherence to company policies and standards. Conduct regular audits and reviews to identify areas for improvement and implement corrective actions as needed.
Management: Manage the complaints handling process to ensure timely and effective resolution of customer complaints. Implement strategies to prevent recurrence of issues and improve overall customer satisfaction. Analyse complaint trends and provide recommendations for process enhancements.
Risk Management: Work closely with the Credit Risk team to assess and manage credit risk associated with life insurance policies. Develop and implement risk mitigation strategies and controls to protect the company’s financial interests and ensure compliance with regulatory requirements.
Engagement: Collaborate with internal stakeholders, including senior management, department heads, and cross-functional teams, to drive alignment and support the achievement of business objectives. Serve as a key point of contact for customer excellence-related matters and provide regular updates and reports to senior leadership and Development: Identify training needs and opportunities for professional development within the customer excellence teams. Provide coaching, mentoring, and training to enhance team capabilities and ensure a high level of expertise and competency.
Trends, themes, root cause analysis as a department, not just as individual teams will be critical to the success of this centre for excellence
Reporting to internal committees
Knowledge and Experience:
develop, manage and appraise the team to maximise individual and team performance
consistently good customer service and achievement of KPI targets with Customer principles embedded in every process and service contract
process and procedure improvements, validate them with secondary control functions including Risk and Compliance, and champion approved changes
out and act on opportunities both large and small to congratulate staff for excellent work with intermediaries or policyholders, and drive high morale
experience in managing via managers large groups of technical employees
have experience in managing QA and/or Complaints to be able to leverage expertise and have a vision of what excellent looks like
understanding of People, Process and Technology drivers/measurement in Operations.
able to cope with fast change, organized and logical
in successful outcomes and effective interpersonal skills, aware of personal impact
honest, transparent, has high standards of personal integrity and champions our client at all times. Drives self and others to deliver successful results
in a collaborative way to achieve positive outcomes and has a positive attitude, embraces and owns challenges, pro-actively influences successful outcomes.
business success by placing the customer at the core of all you do
Customer Excellence Manager jobs in reigate, england, United Kingdom
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