Weekend Customer Experience Lead

Weekend Customer Experience Lead

Location B37 Area Onsite Working

Working 20 Hours Per Week: Friday 4 Hours, Saturday 8 Hours, Sunday 8 Hours. 

Are you an experienced customer service professional with a background in insurance claims, contact centre operations, or high-volume service environments? We are looking for a proactive and driven Weekend Customer Experience Lead to join our clients team and play a key role in delivering exceptional service to our clients and customers.

As a Weekend Customer Experience Lead, you will be responsible for processing instructions across all client accounts, from initial notification through to progression. Operating within a fast-paced shared services environment, you will ensure service excellence, right-first-time outcomes, operational efficiency, and client satisfaction.

You will support the day-to-day management of workflows, coordinate customer communications, monitor operational performance, and contribute to continuous improvement initiatives while helping to maintain a customer-focused culture.

• Accurately enter claims data into internal systems where required.
• Manage daily processes and workflows, ensuring tasks are completed in line with work queue priorities.
• Contact customers at first notification and provide regular updates throughout the claims journey.
• Liaise with customers, agents, .
• Ensure all notifications are processed accurately and within agreed SLAs.
• Collaborate with Client Leads to develop and coordinate weekend operational plans.
• Resolve client concerns, escalations, and service issues in a timely and professional manner.
• Monitor operational performance against KPIs and SLAs.
• Promote a customer-focused, high-performance culture.
• Analyse trends, workload volumes, quality metrics, and customer feedback to identify improvement opportunities.

Essential Experience

• Previous experience within insurance claims, customer service, or contact centre operations.
• Experience working within a fast-paced, high-volume operational environment.
• Strong leadership skills with the ability to motivate and engage a small team.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to remain calm and make effective decisions under pressure.
• Proficiency in Microsoft Office and reporting tools.
• Experience managing workloads and prioritising tasks effectively.

If you thrive in a fast-paced environment and are passionate about delivering outstanding customer experiences, we'd love to hear from you.