Job Title: Team Manager – Back Office
Location: Reading / Hybrid
Salary: Competitive
Job type: Permanent, Full time
Guardian Financial Services was established in 2016 as a challenger in the UK Life Insurance sector.
It sought to bring new life to a Life Insurance proposition that had not materially changed in many years and will continue to challenge the traditional market in terms of proposition, customer experience and distribution.
This included a superior claims experience, simplified market definitions that are easier for customers to understand, highly rated life and critical illness products and product enhancements that appeal to the consumer, such as dual life policies that allow greater flexibility to joint policy holders.
It relaunched under the existing ‘Guardian’ brand, established in 1821 as it was well recognised and well-respected in an adviser community where brand recognition is key.
It has experienced a period of unprecedented growth since inception and is continuing to expand significantly in 2023 after several years of double-digit growth.
About the role:
We are looking for a new Team Manager for our back office to support our business as it goes through a period of rapid growth.
The Team Manager – Back Office reports to the Back Office Manager and is responsible for delivering Guardian’s Customer Service proposition to achieve the target business outcomes.
Key Responsibilities:
- Ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to meet and be recognised for leading the market
- Managing resources and ensuring the necessary competencies are maintained to meet business targets, SLA’s and Quality
- Managing the quality of all administrative activity in own area
- Continuously drive down breaches/process errors through provision of regular feedback, implementing changes to improve quality and / or address weaknesses as required
- Manage performance/attendance issues within team promptly and with full HR engagement and against the performance management framework
- Perform and document regular 1:1 meetings with all team members
- Drive efficiency improvements to reduce the unit headcount / cost required to service new business and in force book, including internal initiatives within the team as well as supporting cross-company projects
- Ensure team are business ready for change including SOP reviews / design
- Collaborate with all Operations team managers to ensure resources and activities are managed and allocated to deliver against department targets
- Working with Distribution and Marketing to understand our reputation in the market regarding service and reacting appropriately to feedback
- Support the management of Complaints, Breaches and Errors for members of their team.
- Support recruitment for Operations
- Responsible for the development and performance of their team to achieve the business and overall quality outcomes required
About you:
- Experience in leading customer services and administrative functions
- Ability to work with colleagues at all levels and with external parties.
Please click on the APPLY button to be directed to the company’s recruitment page.
Candidates with the relevant experience or job titles of; Client Services Manager, Client Relationship Manager, Service Delivery Manager, Service Desk Manager, Service Desk Team Leader, Service Desk Consultant, Support Consultant, Customer Service Team Leader, Administrative Manager, Admin Assistant, Administrator, Senior Administrator, Operations Manager, Operations Assistant, Senior Customer Service Administrator, Contact Centre Manager may also be considered for this role.
