At Just we’re a business full of ambition and we now have a fantastic opportunity available to join us as our Director of Customer Services on a permanent basis from our Reigate office.
This is a superb opportunity to join a business serious about it’s change and transformation and you’ll have a pivital role to play in allowing us to become a more agile and efficient organisation. You will also lead, develop and manage the Customer Service team for the Retail division’s products, a team of c150 employees currently.
Alongside this you will also own the delivery of the appropriate governance & control environment and ensure that our customer are at the forefront of the decisions we make, acting as an ambassador for ensuring customer outcome and satisfaction is at the heart of product development, governance and servicing propositions.
You’ll be responsible for setting strategy and the execution of transformation of Customer Services and Operations in order to meet delivery against Group strategic objectives. Some of the core areas will include:
•People & Culture
•For the Customer
•Growth & Diversification
•Delivery of the financial results
You’ll have extensive experience leading Customer Service functions of a successful life or pensions insurance company and implementing new tools and processes to ensure consistency and also improve service quality during growth.
Transformation experience in the reengineering of operational teams and processes would also be beneficial to accommodate the full opportunity available through automation and digital tools.
You will also bring a proven ability to lead a function to deliver commercial results and design innovative customer services solutions.
Finally you will have a track record in successful implementation of improved service at lower cost to serve through the adoption of digital/automation tools and a track record in performance management of large operational teams (100-200+ people).
Skills we are looking for
•Degree or professional qualification
•Significant knowledge of business processes;
•Excellent communication skills to represent the voice of the customer and the needs of customer service teams in executive and cross-departmental discussions;
•Understanding of people resource requirements;
•Significant knowledge of Customer Experience Strategy.
•Change leadership capability
This role is clasified under our SMCR requirments and will be subject to enhance levels of regulatory screening.