Customer Operations Manager

About Us:

UIB is a leading insurance brokerage, trusted by customers across the UK. Working in partnership with some of the largest Trade Unions, we have set up policies for over 2.5 million members.

Our policies are designed to provide simple, easy-to-understand protection that ensures peace of mind and reliable support when it’s needed most. Since 1999, we’ve paid out over £45 million in claims.

Our UK-based operation is regulated by the Financial Conduct Authority, and our dedication to staff Training & Development has seen us recognised with Investors in People status since 2002.

The Role:

This role will lead and oversee Customer Operations to ensure we deliver exceptional customer experiences while optimising operational quality and efficiencies.

This role will drive the strategic development of customer-facing functions, including Customer Service delivery, Quality Assurance, and complaints management, to align with business objectives and regulatory requirements.

Some of the key responsibilities of the Customer Operations Manager are;

• Develop and implement a customer operations strategy to enhance service delivery across multiple channels.
• Lead process improvement initiatives to drive customer satisfaction and operational efficiency.
• Ensure efficient and effective management of customer interactions, complaints, and service quality.
• Manage and develop the customer service, QA, and complaints teams, ensuring high levels of engagement and performance.
• Oversee performance metrics and ensure compliance with regulatory requirements, including Consumer Duty and FCA regulations.
• Establish key performance indicators (KPIs) and ensure targets are met.
• Monitor and report on service performance, making strategic recommendations for improvement.
• Ensure compliance with FCA regulations and company policies.
• Implement and oversee the business continuity testing plan for the

This is a full time and permanent role. You will be working from home with occasional travel required to our offices, but you will still enjoy lots of social interaction with your team online.

You will be provided with all the equipment required for your role.

You’ll also be supported beyond your induction training, as we continue to provide full development through all stages of your career.

What We Offer:

· £45,000 - £50,000 starting Salary

· 25 Days Annual Leave + Bank Holidays

· Ongoing Training & Support

· Fantastic Work/Life balance

· Sociable working hours: 35 hours a week, Mon-Fri, 9.00am-5.00pm. No weekend work.

Who We’re Looking For:

• Strong knowledge of UK insurance regulations, FCA compliance, and risk management.
• Experience working with senior stakeholders
• Strong leadership and team management skills, with a demonstrated ability to inspire and motivate a diverse in-house team of Customer Service personnel.
• Familiarity with General Insurance and Life Insurance, and digital tools relevant to customer engagement.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Proficient in Microsoft suite of products
• Familiarity with CRM systems, customer experience software

Recruitment Journey

Please submit your CV to apply for the role, those that appear to most align to the position requirements will be invited for an initial interview. Successful candidates will then be progressed to a virtual interview with the hiring manager.

GDPR Compliance & Data Processing Information

At UIB, we take your privacy seriously and comply with the General Data Protection Regulation (GDPR). The application you submit will be used solely for recruitment purposes. It will be reviewed by our Recruitment team and relevant hiring managers. Your application will be securely stored on our servers and unsuccessful candidate records will be retained for a period of six months, after which it will be permanently deleted. We ensure that your data is processed lawfully, fairly, and transparently. By submitting your application, you consent to us processing your data in accordance with these terms. If you have any questions about how we handle your data or if you wish to withdraw your application, please do not hesitate to contact us at recruituijobs@uibuk.com.