We are currently looking for a Service Delivery Manager to lead a group of up to 8 Team Managers and an extended team of up to 120 Customer Service Consultants, to deliver to targets in the areas of service levels, customer, people and efficiency metrics. Leading, motivating and coaching your team by being a visible leader, focused on delivery and your people, you will drive the right outcomes and implementing appropriate action plans to drive results.

This position will be split across 2 sites - Birmingham and Cardiff - with regular travel required as part of the role.

The Service Delivery Manager role will involve but is not limited to: -

• Responsibility for overall performance of your area, supporting and coaching your team managers to deliver daily service, collaborating with other SDMs and the Planning team to ensure the right actions are in place and performance is understood.
• Support the establishment and embedding of a culture of continual improvement, to include key people metric measurements for people satisfaction, driving appropriate plans and engaging your wider team.
• To understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that all coaching and development activities take place and systematic issues are actioned by the appropriate teams.
• Develop the capability of individuals through structured learning and development plans and strong performance management processes and solid succession plans. Recognise and develop future talent.
• Support delivery of a customer and people focused culture and act as role model of the L&G behaviours, by demonstrating the ability to lead people through changes both in own area and wider business unit.
• Maintain strong risk mitigation and management control frameworks.
• Proactively drive down contact and failure demand within the business, working closely with the relevant business areas to implement robust change that results in significant reduction in repeat contact and waste.
• Deliver strong ease scores for both end customer and partners through process reengineering, innovation, coaching and flexing resource to meet demand.
• Build strong relationships with internal functions such Sales, Finance, Operational Planning and the distribution channels to ensure that the Customer Services operation continually evolves to meet the changing needs of our internal and external customers.
• Manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, performance, attendance and conduct, so that the team’s business objectives are achieved consistently.

• Experience of leading Customer Service oriented contact centre and back office operations within the Insurance or other relevant FS sectors. Previous experience of leading 1st line managers is essential.
• Knowledge of all regulatory requirements for customer contact management and complaint handling.
• Evidenced delivery of material improvements in Customer Experience & Service metrics in highly regulated environment through the use of recognised Continuous Improvement methodologies.
• Strong Leadership skills and the ability to lead through managers to deliver operational metrics within a target driven business.
• Demonstrate a high level of understanding of resource planning knowledge, being able to interpret resource plans and drive change
• Proven ability to lead and manage change in a fast paced organisation.
• Ability to demonstrate strong business commercial awareness
• Understanding of Equality & Diversity and Discipline and Grievance policies.
• Strong interpersonal skills and the ability to communicate effectively, in oral, presentational and written form, to a range of audiences.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday (plus one day after two years), private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more information please contact Mike Tallis, Resourcing Consultant at mike.tallis@landg.com