Customer Service Leader (Bereavements)

TL;DR

Customer Service Leader (Bereavements): Leading and coaching a compassionate team to support customers during difficult life events with an accent on empathy, service quality, and regulatory compliance. Focus on driving continuous improvement, managing complex queries, and ensuring fair customer outcomes within a financial services environment.

Location: Must be based in or able to commute to Cardiff for hybrid work

Salary: From £34,500

Company

hirify.global is a leading UK financial services group and major global investor, safeguarding financial futures since 1836.

What you will do

• Lead, motivate, and develop a team to deliver excellent customer outcomes and achieve business goals.
• Provide coaching, feedback, and development planning to enhance team performance and career growth.
• Monitor service levels and manage resources effectively to meet customer demand.
• Identify opportunities for continuous improvement in processes, systems, and service delivery.
• Manage complex queries and complaints, ensuring fair and timely resolution.
• Ensure compliance with regulatory, financial, and legislative requirements.

Requirements

• Experience leading or supporting teams in a customer-focused environment.
• Strong communication and relationship-building skills.
• Proven ability to coach and develop others.
• Analytical and problem-solving capabilities.
• Understanding of risk, controls, and regulatory responsibilities in financial services.
• Must be eligible to work in the UK.

Culture & Benefits

• Performance-related annual bonus plan and share schemes.
• Generous pension contribution and life assurance.
• Healthcare plan for permanent employees.
• Minimum 25 days holiday plus public holidays, increasing with service.
• Electric car scheme via salary sacrifice.
• Inclusive culture with flexible working options available.