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Job Title: Customer Care Champion Contract Type: Full-time – PermanentSalary Range: c£75,000 DOELocation: Bournemouth/Eastleigh/GloucesterClosing Date for applications: Thursday 5th December
Customer Care Champion: Ageas Insurance are looking for a Customer Care Champion, who will be responsible for advocating for the customer within Ageas, ensuring that their needs and expectations are met and exceeded. The Customer Care Champion will use their excellent Stakeholder Management sills to challenge existing processes and practices to drive continuous improvement across the Ageas Customer Function. The Customer Care Champion will have a strong background in customer service, excellent communication skills, and a passion for enhancing customer satisfaction.Main Responsibilities as a Customer Care Champion:Customer Strategy - Work with stakeholders from across the business to support the development and delivery of the Customer Experience Strategy for Ageas UKRegular Feedback & Engagement - Prepare and deliver presentations aimed at creating awareness of the Ageas CX programme internally and within the wider Ageas Group and to promote Ageas externally.External Customer Knowledge - Proactively identify opportunities to learn from and utilise external sources to help Ageas to leverage good practice and anticipate changes in the macro environment.Customer Voice - Act as the voice of the customer within the organisation, representing their needs and expectations in all decision-making processes.Customer Challenger – Constantly challenge existing processes and practices across the business to identify areas for improvement and drive positive change.Engagement & Influence - Collaborate with all departments, including Claims, Customer Operations, Distribution, Underwriting etc, to ensure a seamless and consistent customer experience.Customer Insight – understand and analise customer feedback and data to identify trends and areas for customer improvement.
Skills and experience you need as a Customer Care Champion:Creative writing and storytelling - these are essential skills for this role, including having the ability to craft engaging and imaginative narrativesCommercial awareness – have a thorough understanding of the market, industry and environment in which Ageas operates. Must be commercially astute, able to balance commercial and customer needs to achieve the strategic goals of the business.Facilitating and influencing skills - experience of dealing with and influencing colleagues at all levels of the business with first class inter-personal and communication style.Customer Experience – must have proven experience in a customer experience or customer experience role at a senior level.Communication - Excellent communication and interpersonal skills. Must have the ability to work collaboratively with cross-functional teams.Customer Advocacy – Must have a passion for customer advocacy and continuous improvement.Customer Management Systems - Knowledge of customer relationship management (CRM) systems and tools.At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.Flexible Working - Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares . We also offer a minimum of 31 days holiday (inc. bank holidays) and you can buy and sell days.Supporting your Health – Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Yoga, Mindfulness.Supporting your Wealth – Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.Supporting you at Work - Well-being activities, yoga, mindfulness sessions, Sports and Social Club events and more...Benefits for Them – Partner Life Assurance and Critical Illness cover.Getting Around – Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.Get some Tech – Deals on various gadgets including Wearables, Tablets and Laptops.Supporting you back to work - Return to work programme after maternity leave
About Ageas:We’re one of the largest car and home insurers in the UK. Our people help Ageas to be a thriving, creative and innovative place to work, which is echoed in the service we provide to over four million customers.As an inclusive employer, we encourage anyone to apply. We’re a signatory of the Race at Work Charter and Women in Finance Charter, a Stonewall diversity champion and a Disability Confident Employer (which means interviews are guaranteed for applicants with a disability who meet the minimum role criteria). For more information please see Ageas Everyone.Our aim is to have great people everywhere in our business and we’re always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we’re open to discussing flexible working, including full-time, part-time or job share arrangements.To find out more about Ageas, see About Us.
Want to be part of a Winning Team? Come and join Ageas.
