• Delivering exceptional service for existing customers, bringing the value of our customers Products and experience to life in every interaction
• Driving consistency, ownership, and quality at scale
• Keeping our customers with us
• Make friction disappear, allowing servicing your insurance product to be as seamless as possible
• Promoting self-serve and paperless adoption across existing  customers

What you’ll do:

• Own retention performance, including renewal saves, cancellation prevention, and win‑back service strategies.
• Drive service excellence across calls, chats and emails.
• Ensure customers experience fast, first‑time‑right resolution, with clear accountability for outcomes.
• Work with broader colleagues in personal insurance to improve retention strategies

• Oversee the end‑to‑end complaint operating model, ensuring:
  • Acknowledgement within 24 hours
  • Root cause clarity
  • Timely, fair resolution
  • Preventative actions implemented and sustained
• Use complaint insights, QA findings, VoC, NPS, and post‑call surveys to remove failure demand, not just report it.
• Ensure the group meets and exceeds customer experience control standards and internal risk expectations.

• Lead a team of frontline service leaders, ensuring consistent coaching, enablement, and capability uplift across all service functions.
• Create an environment where people can do the best work of their lives, supported by clear expectations, structured development, and strong performance culture.
• Develop service capability across:
  • Retention conversations
  • Sales focused in service interactions
  • Complaint ownership
  • Quality decision‑making
• Build depth and succession across service leadership roles.

• Identify friction and waste across the service journey (repeat contact, rework, hand‑offs, avoidable escalations).
• Improve First Point Resolution, reduce Average Handle Time responsibly, and protect customer outcomes.
• Partner closely with Workforce, Knowledge, Licensing, and Complaints to ensure service runs cleanly

• Lead service‑driven retention initiatives, embedding save behaviours into day‑to‑day service—not special projects.
• Use data to understand where and why customers leave, then fix it.
• Balance customer empathy with commercial discipline.

• Use dashboards and performance insights to:
  • Coach Field Level Managers
  • Prioritize improvement actions
  • Track retention, service levels, QA, and complaint outcomes

• Ensure all service activity meets licensing, privacy, conduct, and suitability expectations.
• Maintain high QA standards and audit readiness.
• Champion customer‑first, regulator‑safe service behaviours—especially in complex or emotional interactions.

• Recruit, retain, and develop exceptional service talent.
• Set clear expectations, give direct feedback, and build trust through consistency.
• Foster a culture where doing the right thing for customers is non‑negotiable.

Experience:

• Proven experience leading leaders In service or retention teams in insurance, financial services, or regulated environments.
• Strong understanding of what actually drives customer loyalty—not just survey scores.

• Hands‑on experience with complaints, QA, and service performance management.
• Ability to diagnose root causes and lead sustainable fixes.

• Comfortable balancing customer care with risk, cost, and retention outcomes.
• Experience improving service efficiency without breaking trust.

• Clear, confident communicator with the courage to challenge and the humility to listen.
• Strong cross‑functional influencer—especially with Underwriting, Risk, Workforce, Sales, and Ops.

• Leadership experience in insurance service or contact‑centre environments
• Strong knowledge of personal lines products
• Confident performance manager and coach
• Calm under pressure; decisive when it matters