Customer Incident & Improvement Manager

MERJE is seeking a skilled Customer Incident & Improvement Manager for a leading insurance provider. This role offers an exciting opportunity to lead incident resolution, enhance customer experience, and drive process improvements in a dynamic environment.

£60,000 - £70,000

Location: London

This innovative insurance company specialises in providing protection for unique properties and complex needs. With a focus on empowering customers through smart technology and personalised service, the company has established itself as a leader in the non-standard insurance market.

As the Customer Incident & Improvement Manager, you will be responsible for managing end-to-end incident resolution, leading improvement initiatives, and ensuring compliance with regulatory requirements. This role offers a competitive salary, benefits package, and the opportunity to make a significant impact on customer satisfaction.

• Manage incident resolution process, including triage, escalation, and risk assessment
• Lead incident response calls and coordinate with stakeholders
• Conduct root cause analysis and implement remedial actions
• Develop and improve the customer incident management framework
• Oversee and prioritise customer experience improvement initiatives

• Minimum 3 years' experience in incident or problem management
• Strong technical and analytical skills
• Excellent stakeholder management and communication abilities
• Expertise in root cause analysis and process improvement
• Understanding of relevant regulations, including Consumer Duty

If you're ready to take on the challenge of Customer Incident & Improvement Manager and drive positive change in the insurance industry, apply now!

_________________________________ Applicants must be located and eligible to work in the UK without sponsorship.Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.If you would like this job advertisement in an alternative format, please contact MERJE directly.