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Contact Information:
Darren Rossiter
Ageas Insurance
Ageas House
Gloucester Business Park
The Square
Brockworth
Gloucester
GL3 4AD
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Customer Champion Challenger
Gloucester
Location: Bournemouth/Eastleigh/Gloucester
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 skills 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 UK
Regular 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 narratives
Commercial 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.
To be considered for this opportunity please click on the Apply Now Button.
Closing date for applications: Thursday 5th December
Salary: c£75,000 DOE
Hours Per Week: Full-time – Permanent
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