Front Office Manager

Job Title: Front Office Manager

Location: Reading / Hybrid

Salary: Competitive

Job type: Permanent, Full time

Guardian has a single ambition, for every family to have protection that they truly believe in. We aim to achieve that by challenging the market and offering a ‘better’ way for Financial Advisers and their clients. In line with our brand promise Life. Made Better., we plan to make life better for everyone.

You’ll be joining us at a time of rapid growth, with lots of opportunities to increase your knowledge and further your career. You’ll be part of an innovative business, with a team of people dedicated to doing the right thing for our customers. A team where you can make a real difference and be part of a culture that encourages you to constantly challenge the norm and put our customers at the heart of every decision

About the role:

• The Front Office Manager reports to the Head of Customer Service and is responsible for:
  • Contact Centre
  • Policy Servicing
• Ensuring Guardian Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to be recognised for leading the market
• Managing resources within own area and ensuring the necessary competencies are maintained to meet business targets
• Collaborate with Oversight & Controls Manager to ensure Standard Operating Procedure documents are reviewed against documented review dates and are maintained ad-hoc where changes in process are implemented through either regulatory changes or system enhancements
• Collaborate with Oversight & Controls Manager to ensure Standard Operating Procedure documents are developed and agreed for new processes delivered through product changes / launches or system changes
• Collaborate with Oversight & Controls Manager to continuously drive down breaches/process errors through provision of regular feedback, implementing changes to improve quality and / or address weaknesses as required
• Collaborate with Back Office Manager and Proposition to implement Customer Retention strategy for advised and orphan customers
• Manage performance / attendance issues within team promptly and with full HR engagement
• Manage recruitment process through selection, screening, and onboarding
• Ensure a robust training structure is in place and regularly reviewed for new recruits
• Oversee individual PDP design, implementation, and progress for all staff – regularly report progress against all to Head of Customer Services
• Driving 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
• Oversee the development and performance of your team to achieve the business and overall quality outcomes required – liaise with T&C oversight manager to ensure training/knowledge gaps are addressed
• Deliver monthly reporting against own responsibilities to Head of Customer Services for inclusion in Exco reporting
• Manage risks within own area and review regularly with risk function

Direct Reports

• Contact Centre Team Manager x2 – This area is intended to grow over time as the business matures so this will increase

About you:

Knowledge:

• Working knowledge of own process
• Good understanding of industry practices and changes and considering implications of potential impacts
• Regulatory knowledge (RO1 understanding)
• CF1, RO1, and RO5 Desirable – knowledge level
• Good understanding of contact centre technology – routing, IVR, WFM
• HR policies and procedures, PDP’s, PIP’s evidencing decisions regarding people
• Knowledge of relevant systems
• Leadership knowledge – management styles, Maslow hierarchy, situational leadership

Key skills required:

• Accountability & ownership
• Create a culture of professionalism in dealing with customers at all levels
• Communicates clearly & consistently
• Integrity – I do the right things even when no-one is watching
• Provide the benchmark for professional behaviour and challenge poor behaviour
• Accessible and visible
• I am trusted
• Being able to view things objectively and pragmatically
• Navigate business politics
• Fosters and environment of diversity and inclusion
• Creates a culture which places high value on collaboration and team work
• Identify new and bold ideas to respond to opportunities that lie ahead
• Looking for long-term opportunities that will create positive changes and taking action to make these a reality
• Resilience; taking necessary actions and making hard choices to ensure results are delivered
• Ensuring that performance is focused on continually improving outcomes for customers

Compliance

• Incorporating & ensuring adherence to the FCA’s “Treating Customers Fairly” consumer & conduct risk requirements
• Completion of all mandatory compliance training

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; Senior Customer Service Manager, Client Services Manager, Service delivery Manager, Contact Centre Manager, Customer Support Manager, Customer Services Manager, Customer Operations Manager may also be considered for this role.