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Customer Care and Retention Manager

2 weeks ago

Sydney, Australia Neilson Financial Services Full time

**Company Description**
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

The Customer Care and Retention Manager is a key leadership position within Neilson, responsible for managing Customer Service, Claims and Customer Retention activities, delivering an exceptional experience for customers across all touchpoints, following the sale of a life insurance policy.

This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of Customer Care and Retention Operations.

Working closely with the Customer Transformation Lead and Group Head of Retention, the Customer Care and Retention Manager will take a hands-on approach to implementing and evolving existing Customer Care processes, driving an ethos of continuous improvement and delivering excellent outcomes for customers.

**Duties & Responsibility**
As the Customer Care and Retention Manager, your primary responsibilities will include:

- Orchestrating optimal customer service performance by fostering a customer-focused, high-energy atmosphere within the team.
- Conducting impactful one-on-one sessions with Customer Care and Retention Agents, offering personalised coaching and development plans to enhance their performance.
- Leading, mentoring, and managing direct reports within the Customer Care function; initially Agents and as the team grows, the role will have Team Managers as direct reports.
- Setting clear performance expectations and goals for Team Managers/Agents, monitoring their progress, and providing regular feedback and coaching.
- Inspiring and engaging the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
- Managing the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
- Monitoring and reviewing key service metrics and performance indicators to effectively manage the quality of service.
- Generating regular performance reports, analyzing data to identify trends, areas for improvement, and opportunities to enhance efficiency.
- Overseeing claims handling to ensure that claims are dealt with empathetically, administered accurately, handled efficiently, and documented appropriately.
- Handling customer complaints or complex issues, in accordance with Neilson’s complaints handling procedures, ensuring prompt resolutions.
- Collaborating with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention.
- Supporting the maintenance of Customer Service, Claims, and Retention procedure manuals.
- Upholding a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
- Making a substantial contribution to the team's success and the company's overall objectives. Embodying the core values of the company: Customer Focused, Results Driven, and Team Spirited.

**Qualifications**
- Proven management expertise in a managerial role within the insurance industry, preferably with expertise in life insurance and customer service management.
- In-depth knowledge of the Australian insurance industry, including policies, regulations, and customer protection guidelines.
- Strong leadership abilities with the capacity to inspire and develop teams, driving them towards exceptional performance.
- Outstanding communication skills, with the ability to make an immediate positive impact in conversations.
- Exceptional problem-solving and decision-making skills to address complex customer issues and provide satisfactory resolutions.
- A customer-centric mindset with a strong focus on delivering excellent service, building relationships, and enhancing customer satisfaction.
- Demonstrated ability to analyze data, generate reports, and draw insights to drive process improvements and enhance team performance.
- Strong organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Knowledge of claims processing procedures and familiarity with relevant insurance terminology.
- Ambitious mindset focused on continuous improvement and innovative thinking.
- Open-minded and adaptable to new approaches, challenging traditional industry norms.
- Willingness to commit to a 37.5-hour workweek.

**Attributes**
- Exemplary customer-centric approach.
- Exceptional leadership and coaching capabiliti