Job Description

Our client is seeking a Customer Experience Supervisor to lead the Customer Experience team within the Life Operations Department. The team serves as the first point of contact for existing and prospective clients through phone and email channels.

The role focuses on coordinating customer service activities, supporting frontline teams, resolving customer queries efficiently, and ensuring a consistent, high-quality customer experience.

Key Responsibilities

Team Management & Support

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  Supervise and guide the Customer Experience team in handling client enquiries and requests.
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  Provide daily support and ensure consistent customer service standards.
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  Manage workloads to respond effectively to changing customer demand.

Operational Coordination

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  Oversee daily customer experience operations to ensure requests are handled accurately and within agreed timelines.
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  Act as a point of reference for complex or sensitive customer cases.
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  Ensure customer interactions are properly logged and followed through to resolution.

Reporting & Monitoring

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  Monitor service volumes, turnaround times, and operational trends.
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  Prepare reports highlighting service performance and improvement opportunities.
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  Escalate operational risks or service gaps with clear recommendations.

Customer Resolution

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  Take ownership of high-impact or time-sensitive customer cases when required.
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  Support service recovery actions to maintain customer trust.
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  Liaise with internal teams to resolve customer matters efficiently.

Customer Experience Improvement

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  Identify recurring service challenges and suggest operational improvements.
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  Support initiatives aimed at enhancing customer communication and service quality.

Cross-Functional Collaboration

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  Work closely with operations, policy administration, claims, and other departments to ensure customer issues are resolved end-to-end.

Requirements

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  Previous experience in customer service or customer experience roles, ideally within financial services or insurance.
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  Experience supervising or coordinating a team will be considered an asset.
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  Strong organisational, communication, and problem-solving skills.
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  Customer-focused mindset with strong attention to detail.
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  Excellent written and verbal communication skills in English

If you are passionate about leading customer-focused teams and delivering outstanding service experiences, we would love to hear from you.