Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers. Job Purpose
To operate remotely as a Contact Centre Team Lead, ensuring that we put the customer at the heart of everything we do in line with our Company values.
To lead a remote team ensuring a high quality of service is maintained within our contact centre and that legislative, customer and Company requirements and standards are met within stated timescales.
Working remotely: recruit, manage, motivate and lead an effective remote working contact centre team to enhance the overall customer experience, ensuring capacity is proactively managed.
This position is being recruited as a 12 month fixed term contract or internal secondment.
What you will do
Leading a remote team you will; Actively manage the contact centre team's performance, ensuring that team capability meets departmental objectives and are in accordance with the T&C Scheme. Be your team's first point of contact, being approachable is key. Take time to actively listen and truly understand individual's skills, goals and motivations. Able to personalise your team's journey and engage them, using the appropriate methods, in structured 121s and team meetings. Lead in shaping the team dynamic. Create an operating rhythm within your team which ensures flexible resource levels (people, skills and availability) are maintained at all times. Role model for the team, set the standards and adhere to them personally. Tackle challenging conversations early, seeing them as an opportunity for progress. Use credible and timely evidence for feedback, to enable developmental action. Deliver key messages to your team effectively via the appropriate platform, review understanding. Monitor outcomes utilising the business tools for quality and adherence. Build the relationship your team has with our customers by understanding; how the team fits in to the customers' journey and the impact you have on their experience
Who are you For this position we do require someone with extensive contact centre experience and the following:
Interesting in developing your people management / team coaching and leadership skills
Understands and meets the needs of the customer
Excellent organisational skills/time management skills and have the ability to meet tight deadlines in an environment with competing priorities
Excellent written and verbal communication skills
"Can Do", proactive attitude
Diligent and conscientious in the accuracy of their work, excellent attention to detail
Ability to operate in a fast paced, dynamic contact centre environment and able to work under pressure
Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent
Qualified / Working Towards- Award in Financial Administration
(It is expected that you will have achieved the Award in Financial Administration within 9 months of commencing the role)
What you'll like about working here
As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You'll also receive the support you need with your personal and professional development.
Diversity and inclusion
Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences