Manager: Customer Success

We’ve got a position available for a manager, customer success

Company: King Price Insurance

Purpose of the role

To own the end-to-end client service experience across claims, complaints, digital channels and intermediary servicing, and to lead the complaints function as a control function: allocating, assuring quality, identifying systemic root causes and driving the business to fix them at source.

Key responsibilities

• Lead, develop and hold accountable the complaints and customer success teams, including performance management, capacity planning and capability building.
• Operate the complaints function as a control function: case allocation, quality assurance, oversight of turnaround and outcome standards, and escalation management.
• Investigate complaint trends to root cause and translate findings into concrete remediation with the accountable business owners, tracking through to closure.
• Own the client experience standard across all service touchpoints, and monitor performance against it using customer feedback, NPS and channel metrics.
• Manage the National Financial Ombud relationship and reporting, including overturn and premature-to-formal conversion performance.
• Deliver improvement projects end-to-end, scoping, business case, stakeholder alignment, execution and benefits tracking.
• Design and implement operating procedures, service standards and reporting for the function.
• Drive retention and save outcomes by connecting service quality to commercial results.
• Report to the Head of Legal and to relevant governance forums on function performance, systemic risks and remediation progress.

Minimum requirements

• A relevant tertiary qualification, or equivalent demonstrable experience in an investigative, operational or commercial leadership role.
• At least 3 years' experience in a role requiring structured investigation and root-cause analysis, for example forensic, audit, quality, operations or dispute resolution work.
• At least 3 years' experience leading and developing a team, or building and running an operation with accountability for people, delivery and outcomes.
• Demonstrated ability to run projects to completion in a multi-stakeholder environment.
• Demonstrated commercial orientation, evidence of having grown revenue, retained clients or improved a customer-facing operation's results.
• Strong written and verbal communication, including the ability to hold senior stakeholders to account on remediation commitments.

Advantageous

• Experience in short-term insurance, financial services or another regulated environment.
• Familiarity with the Policyholder Protection Rules, TCF principles and the FAIS General Code of Conduct.
• Project management certification or formal process improvement training.
• Experience with digital service channels and customer feedback / NPS programmes.

Competencies

• Resilience and the confidence to be direct. Judgement under pressure.
• Analytical rigour paired with genuine empathy for the customer.
• Ownership, the instinct to build something rather than administer it. Ability to move between detail and systemic view.