About the Role
The Head of Client Service will be responsible for :
Contributing to the development of the Aon Digital vision and strategy to grow the business in line with its strategic plan.
Delivering exceptional sales and service capabilities which will drive growth through sales, retention and cross-selling products
Leading, motivating, appraising and developing Sales and existing customer service teams as part of an overall people strategy to optimise individual and collective performance to meet current and future business needs.
Drive operational effectiveness within the businesses through well-defined and documented processes and use of technology
Drive all recruitment, induction and training for new and existing staff to constantly improve capabilities and performance
Develop and foster a culture of excellence and collaboration in the operations team
Having a deep understanding of the Aon Digital customer segments products and processes
Working with existing Aon teams / colleagues, ensure all training delivers desired outcomes so staff are deemed competent to deliver advised’ sales and recommendations to customers in a compliant and customer-centric way.
Monitor and strive to continually improve customer satisfaction
Identify strategies to drive efficiency, improve margin and resource utilisation across the business.
Own complaints process to ensure good outcomes for clients
Be responsible for all service related conduct, compliance and regulatory requirements including regular reporting
Manage unforeseen operational issues and events effectively and within a timely fashion to reduce risk e.g. investigations, control failures.
Ensure effective business continuity planning is in place across all business units.
Key Regulatory Responsibilities
Lead, develop and maintain a business-orientated approach to risk, that meets the challenges of a rapidly evolving regulatory environment
Develop, document, implement and maintain systems and controls appropriate to the activities, complexities and scale of the business division.
Partner closely with the the Aon Digital Leadership Team to effectively embed a culture of risk and provide advice and guidance on risk matters.
Ensure all colleagues are adequately trained, competent and appropriately supervised to perform their role.
Ensure robust management information is produced to be able to evidence that the business is delivering good customer outcomes.
Responsible for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company.
To be successful in the role you will need the following skills and experience :
Experience of leading a diverse team in a contact centre environment
A people leader that has a proven track record of driving performance and hitting sales and service targets
Commercial insurance or small business customer knowledge is desirable
Experience in setting up a new team, processes, training etc would also be beneficial
Operational mindset with proven ability to continuously improve processes and systems to improve efficiency and the customer experience
Experience of working in a highly regulated environment where specific processes and procedures must be followed and evidenced to meet requirements
Highly customer-centric, ensuring that customer satisfaction is key to all actions and decision making
Proven training and development background to improve advisor’s performance and quality metrics over time
Expereince of handling complex complaints and working with complaints team and processes
A strong ability to identify issues quickly and create and deliver solutions
In depth experience of contact / service centres and demonstrable understanding of staff training / development and coaching, selling, motivation of staff, resource management and planning together with service level delivery and management.
Happy to take full responsibility for decisions relating to the Service Centre across all key areas of responsibility and achievement of key performance indicators.
Leadership and interpersonal skills
Positive attitude, collaborative approach, team player, creative thinker, and proactive personality. Can create followership in the business and in the wider Aon community.
Willingness to take a hands on’ approach when neceassry and support team
Goal-oriented with strong business acumen and client centric approach.
Resilient to change and able to work and lead in a changing environment
Motivational leader and communicator, able to lift a room or team to focus and own solutions around the areas that matter.
Attractor of talent into the organisation
Culturally aware and able to navigate many different corporate environments
Energetic and positive, trusted and respected
Enthusiastic team player with strong relationship and empathy building skills who can explain reasons for change to a diverse range of relationships.
Strong interpersonal skills able to communicate well across organisational levels
Salary & Benefits
This role offers a competitive salary, plus a comprehensive benefits package and 25 days holiday. Some of our core benefits include : Private Pension, Life Assurance, Group Income Protection, Private Healthcare, Health & Wellbeing Assessment, Virtual GP’s & Employee Assistance Programme.
You also have the ability to flex your benefits with part Employer, and part Employee funded, access to Dental Insurance, Medical Cash Plan, Buying or Selling Holiday, Travel Insurance, Cycle to Work Scheme, Car Benefit, Dining Card, Retail Card, Discount Gym Membership, Sharesave Scheme & Season Ticket Loan.
Our benefits package is constantly evolving to provide a best in class offering to our colleagues.
Our Colleague Experience
Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose : to empower economic and human possibility around the world.
This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience.