Member Services Team Leader
Truro
From £33,000 depending on skills and experience
28/05/2025 09:00:00 AM
We are looking for someone to lead and develop our Member Services team to ensure that we continue to deliver an exceptional experience for our customers, in line with the company’s strategic objectives.
We are looking for an experienced, dynamic and enthusiastic leader, able to maximise the performance of the team in a supportive and inclusive environment. You will have a natural enthusiasm for your own development and that of your team, maximising their performance and progress.
- Demonstrable leadership qualities with the ability to clearly define expectations for your team and bring out the best in them.
- Proven experience of creating and sustaining a positive and healthy culture within the team and wider organisation.
- Ability to initiate new ideas and support the embedding of change more widely.
- Supportive, kind and fair approach; a role model of behaviours.
- Strong communication and influencing skills, both verbal and written.
- Willingness to challenge at all levels and to give clear and meaningful feedback.
- Ability to assimilate, interpret and present information.
- Flexible approach to utilisation of resource.
- Excellent attention to detail.
- Demonstrable coaching and mentoring skills.
- The performance and wellbeing of your team to achieve optimum workflow, through the measurement and maximisation of productivity.
- Ensuring that you and your team are achieving company objectives and maximising sales opportunities for the benefit of our customers.
- Coaching and developing individuals within the team, ensuring professional development plans are in place and carrying out monthly 1:1s.
- Building and developing co-operative and productive operational relationships, both internally and externally.
- Delivering exceptional standards of customer experience, maintaining SLAs and demonstrating commitment to continuously improving these standards.
- Championing and enforcing the agreed behaviours of Cornish Mutual.
- Complying with all regulatory requirements and ensuring our people do the same.
- Developing training plans, events and activities in line with needs of organisation, individuals, regulatory requirements and company objectives.
- Supporting and mentoring colleagues based in our Devon office (with travel to this office once a fortnight).
Founded by a group of farmers in 1903 to provide cost effective insurance to the community, Cornish Mutual is now one of the leading South West insurance providers. As a mutual, we are a Member-owned business, run for the benefit of our Members (customers) - we don’t have shareholders. Our success is down to our people and our Members – both are at the heart of everything we do.
As an employer we offer a culture that is open and honest and we are supportive and collaborative, to empower individuals to deliver the best outcomes and develop in their careers. Our growth plans are ambitious, and we are looking for passionate people that can help us continue building relationships, supporting each other and that of our communities.
We value all our employees and offer a number of benefits including:
- 35-hour week, supporting a great work life balance
- Private medical insurance and income protection cover
- 24 days' holiday, increasing to 28 days per year with length of service (plus bank holidays). Plus, the option to ‘buy’ an extra 5 days per year (after a qualifying period).
- Comprehensive induction programme, excellent learning and development opportunities including professional memberships and relevant qualifications.
- Up to 25% discount on selected Cornish Mutual insurance products and access to our exclusive Member discounts on other everyday essentials
- The opportunity for some hybrid working, after a qualifying period.
- Company events to support social wellbeing.
And many more!
Please write to us detailing how your skills and experience match what we are searching for and why you have chosen to apply for this role. If you would like to include your salary expectations, please do so.
We fill our vacancies as soon as we find people who fit our culture and meet the skills requirements. This means that whilst we may advertise with a closing date, we may offer the role to someone before that date, so we recommend that you apply as soon as possible.
We take our data privacy responsibilities seriously. Full details of how we’ll handle and store your information can be found in our Candidate Privacy Notice or in print on request.
We encourage direct applications and only work with carefully selected recruitment partners. We advise that if you are contacted by any agency and wish to verify that a source is legitimate, please contact recruitment@cornishmutual.co.uk before sharing any personal information. We never accept unsolicited applications from agencies.