AddressAre you a seasoned leader in the Financial Services sector with a passion for revolutionising customer experience? As the Member Service Leader, you will play a key role in overseeing the Customer Experience area, your mission is to unite these areas strategically, enhancing customer experience and bolstering our client's reputation in the marketplace.
Key Responsibilities:
- Build customer satisfaction and elevate overall experience.
- Lead and manage the customer experience team, fostering a supportive and motivated culture.
- Drive change management initiatives to seamlessly integrate previously separate customer experience areas.
- Analyse data from Financial Advisers and customers, utilizing insights to enhance service quality.
- Educate the team on product features to optimise handling of Financial Adviser and customer inquiries.
- Ensure quality assurance and implement effective control measures.
- Spearhead process improvements to deliver enhanced customer experiences.
- Develop and monitor performance metrics, establishing KPIs for continuous improvement.
- Ensure compliance with relevant laws and regulations.
- 10+ years' experience in the Financial Services sector.
- Experience managing a Call Centre team.
- Proven leadership in a fast-paced and agile environment.
- Results-oriented with a proactive and self-driven approach.
- Excellent communication skills, both verbal and written.
- Proficiency in Microsoft Office Suite and CRM systems.
- In-depth understanding of technical financial products.
- Collaborative mindset with the ability to communicate effectively with stakeholders.
- Strong problem-solving skills.
- Proven ability to implement and manage change effectively.
Equal Opportunity Employer
Our client understands that each and every team member brings with them their own unique qualities and is committed to ensuring a safe and positive workplace for all employees.
