Insurance Customer Solutions Team Manager - Hybrid - FT

End Date Friday 24 March 2023 Salary Range £29,712 - £37,140
Agile Working Options Other Agile Working Arrangements / Open to Discussion Job Description Summary Please see full description below. Job Description Within Customer Solutions our primary focus is delivering outstanding customer service to our customers, supporting projects and developing our colleagues to reach their potential. We love making a difference whilst keeping the customer at the heart of everything we do. We're passionate about continuing to improve customer experience, simplifying our business and making Customer Solutions an excellent place to work for our colleagues.
We're looking for a versatile, enthusiastic and driven individual to support and manage our operational team through exploring current issues, ideas and possibilities and mentoring individuals to improve current performance. The role is focused on supporting the teams to deliver the very best operational support for customers that need a correction on their policy.
You'll be managing a team of Customer Administrators who are responsible for delivering the very best service for rectifications, which is time bound. You'll need previous Management experience and experience in leadership and the management of an operational service team.
Sound like you?...Then read on!
We'll give you a competitive salary between £29,712.00 - 48,282.00 (depending on experience) with a bonus opportunity of c5%.
You'll be able to use some of your salary on a range of options such as:

• Buying extra or selling holidays to suit from your 30 days leave (pro rata, including bank holidays) - ideal for half terms or that mini break.
• Extending the private medical cover you'll receive to family members.
• A Flex Card providing up to 15% discount with over 70 well known retailers.
• Tax/NI efficient electric vehicle (or bike) purchasing schemes paid through your monthly pay - supporting sustainability!

What else will you get?

• Various share schemes (including free shares)
• A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
• Further discounts available on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme.

We also have a number of free health and well-being offerings as well as generous friendly family policies. So be confident we'll invest in your future, as well as that of our customers.
Career development, flexible working and volunteering opportunities all make a difference towards work being enjoyable.
About The Role...

• Finds opportunities for colleagues to improve and sets robust actions through feedback
• Empower others by sharing their skills and knowledge
• Apply coaching techniques to support colleagues
• Delivers specified outcomes and/or provides support services by working within established audit control systems.
• Personally meets customer needs related to standard rectification approach across a wide range of products and brands.
• Supervises a customer facing team of administrators delivering activities to meet customer treatment standards as part of delivering rectifications.
• Represents team objective and customer experience on delivery forums for rectification within Insurance.
• Develop personal capabilities through growing own skills and using existing formal and informal training opportunities, whilst coaching others as the need arises
• Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver effective outcomes and/or provide support services.
• Delivers outcomes by leading others and working within established systems.
• Sets short term objectives and helps lead the performance of direct reports working with performance management systems.
• Supervises others to deliver prescribed operational outcomes while working within established systems.
• Delivers required outcomes by working within an established project management plan.
• Plans and coordinates testing and inspection of products and processes, then implements and supervises the effectiveness of corrective actions and/or continuous improvement initiatives.
• Keeps track of risk parameters and identifies and reports any major deviation to more senior colleagues while working within established risk management systems.
• Achieves planned commitments by developing short-term and/or medium-term work schedules and approving overtime or using additional resources as needed.
• Provide an effective service to customers (customer enquiries, specialist information, guidance, advice, direction and interpretation of policy) within relevant regulatory frameworks, programme policy and principles, LBG Policies and Procedure

We' re an equal opportunity employer and deeply value diversity within our organisation.
Together we make it possible At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.