Weekend Customer Experience Lead

Supreme Recruitment Services Limited • Permanent • Birmingham, West Midlands, England, United Kingdom • £15.83 / hour • 1w ago

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.

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