Customer Service Manager Protection & Claims

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Job Title: Customer Service Manager - Protection Servicing & Claims.

Contract Type: Permanent

Location: Edinburgh

Working style: Hybrid 50% home/office based

Recruiter: Helen Stokes

We are looking for an experienced customer service manager to join our growing team. This is a key role within the Group Operations business unit. The purpose of this role is to lead, develop, engage and inspire teams of people / a divisional business unit within Operations. This role operates at that critical layer within the business that sits between the necessary operational day to day management of the business unit and at the same time being actively engaged in the wider strategic direction of the business unit and wider business as a whole.

About the role

• Is accountable for service quality assurance, ensuring the quality standards set out are delivered and maintained Is accountable for embedding effective risk management and ensuring the control environment within which their teams operate is strengthened. Acts as a key escalated support on cases / customer issues. Is accountable and responsible for effective, accurate and efficient performance reporting.
• Acts as the customer champion, challenging teams and performance standards to ensure our service standards are maintained and delivered. Leads and supports local continuous improvement across teams, ensuring sustained improvements. Collaborates with other areas to deliver operational change and agitates / initiates change where require. Contributes to and supports major change initiatives.
• Ensure key customer service risks are fully understood, controlled and mitigated to ensure business plans are delivered within the Group Risk first line of defence framework and we meet our regulatory requirements.
• Work with the Group Customer Service Managers and other areas of the business to drive forward business plans based on customer needs and brand requirements.

About you

• Experience within protection servicing or protection claims is preferable.
• A motivational leader with a demonstrable track record of initiating and embedding change successfully
• Proven experience in managing change and a changing environment (processes, procedures, technologies and business systems etc.) within a department & team management context/environment
• Proven capabilities in continuous improvement and Consumer Duty
• A broad knowledge of the financial services industry and the legislative / regulatory framework
• Commercially astute with the ability to understand and be innovative in their approach to managing budgets, risk and caution
• Leads teams / divisional units of up to, but not limited to, 130 FTE
• Manages a budget in excess of £1m
• Collaborates with wider business function and cross divisional teams where required (e.g. Planning, Performance & Change and GT&C) in support of operational readiness and business change activities

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.