Customer Experience Manager

The Company

Our award winning client who are based on the outskirts of York are a nationwide insurance provider specialising in pet, equine, wedding, cycling, fishing, golf and much more.

Winners of 'Insurer of the Year' at the Yorkshire Financial Awards three years in a row. The recognition doesn't stop there; the Moneyfacts Consumer Awards 2024 saw them crowned winners of the 'Best Claims Service' category! In fact, they have scooped up 20 awards in the last 5 years.

The Role

They are seeking a Customer Experience (CX) Lead who embodies their core values; Knowledgeable, Caring, Collaborative, and Trustworthy. The ideal candidate will lead the customer experience initiative, ensuring exceptional service delivery and enhancing customer satisfaction across all touchpoints.

It would be advantageous if you have worked within the insurance sector/financial sector previously, but that's not as important as possessing these skills:

1. Leadership - skilled in setting clear goals and empowering team members.
2. Team Spirit - prioritising collaboration and a positive team dynamic.
3. Communication - both verbal and written & finely tuned interpersonal skills.
4. Attention to detail - an unwavering focus on accuracy and precision.
5. Organisational excellence - managing tasks efficiently and effectively.
6. Strong work ethic - thriving in fast pace, high demand environments.
7. Policy expertise - to learn, understand and interpret our policy wordings.
8. Customer service - ability to provide excellent customer service, first time, every time.

Responsibilities

1. Complaints Management: Leading the CX team in managing a diverse range of specialised insurance complaints, ensuring each interaction is addressed thoroughly, efficiently, and with the highest standards of quality.
2. Consumer Duty Leadership: Spearheading initiatives related to Consumer Duty, working closely with other Customer Care Leaders to ensure their approach is aligned with regulatory standards and consistently enhances customer outcomes.
3. Awards: Collaborating with stakeholders across divisions to submit and present award entries, showcasing the company's dedication to exceptional customer experience and service standards.
4. Expert Knowledge Development: Cultivating a comprehensive understanding of the products, assessment processes, and regulatory requirements to ensure informed and effective decision-making, proactively identifying risks and trends.
5. Strategic Innovation: Driving continuous improvement by presenting innovative ideas and strategic recommendations to the CXO, adopting a culture of creativity and problem solving.
6. Trend Analysis: Proactively identifying and analysing emerging risks and trends within customer feedback and complaint data, using insights to recommend improvements to policies, products or processes that enhance customer satisfaction and mitigate potential issues.
7. Performance and Professional Development: Setting performance goals, mentoring team members, and supporting their professional growth to ensure a highly skilled, motivated team. Additionally, remaining committed to personal development to stay updated on industry best practices and new CX methodologies.
8. Customer Journey Enhancement: Regularly reviewing and refining the customer journey, using feedback and performance data to implement initiatives that improve customer satisfaction and loyalty. This may include designing new touchpoints or revising communication strategies to create a seamless and engaging customer experience.

Benefits

• Up to £35,000 annual salary based on experience
• Up to 33 days holiday + long service increase
• Hybrid / remote working.
• Flexi-time policy
• Family friendly benefits & staff policy discount
• Employee Assistance Programme
• Private health insurance.
• Free staff gym
• Free parking
• Discounted onsite kindergarten
• Workplace pension scheme