Sky Protect Home Insurance Customer Experience and Assurance Manager

Sky Protect Home Insurance Customer Experience and Assurance Manager United Kingdom

Sky
Full Time United Kingdom 10.56 - 12.04 GBP Today
Job description

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
This is a pivotal role in the Sky Protect Home Insurance team, responsible for ensuring a great customer experience but reviewing and monitoring adherence to key processes, identifying improvements and working closely with our third-party suppliers (Sales & Service and Claims) to monitor and manage improvements.
What you’ll do :
Support embedding, amendments and monitoring our QA framework with suppliers including 2nd line sample checks
  • Working with suppliers to embed new or amend existing processes and then monitor performance
  • Daily monitoring of claims queries and compliance related issues to ensure they are timeously answered and raised where required.
  • 2nd line monitoring of complaints process and providing support to advance complex or high priority cases
  • Analysis of data to identify areas for improvement and recommend changes to enhance performance.
  • Development of a roadmap for future enhancements to drive growth and differentiation.
  • Collaboration with cross-functional teams to implement proposed changes and improve customer experience.
  • Support planning and delivery of compliance related changes required across the operation.
  • Communicating insights and recommendations to partners and senior management.
  • Reviewing, suggesting improvements to and maintaining Operational standard operating procedures.
What you’ll bring:
  • Experience in insurance or other financially regulated products with strict control environments (knowledge and experience is ideal, but not an absolute requirement).
  • The want to actively investigate how to refine processes, ensuring that external providers and customers benefit from a seamless experience.
  • The desire to learn about the product offering and become an SME.
  • Ability to communicate data & technical concepts to non-technical audiences.
  • Extensive experience interacting with partners to gather requirements and answer the “how can I make it better”.
  • Ability to look at data critically and creatively.
  • Interest & understanding of customer experience.
The rewards:
There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:
  • Sky Q, for the TV you love all in one place
  • A generous pension package!
  • Private healthcare
  • Discounted mobile and broadband!
Inclusion:
Recognised as an ‘Inclusive Top 50 Employer’ and a ‘Times Top 50 Employer for Women’, we’re working hard to ensure we’re a truly inclusive place to work. This means we don’t just look at your CV. We’re more focused on who you are and the potential you’ll bring to Sky.
How you'll work:
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.
We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.
Your office base:
Osterley:
Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers.
We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.
At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.
To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.
Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

Sky Protect Home Insurance Customer Experience and Assurance Manager
Sky

careers.sky.com
Isleworth, United Kingdom
Dana Strong
$10+ billion (USD)
10000+ Employees
Company - Public
Broadcast Media
1989
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