Linked closely with Management, this discipline ensures that risk companies can provide their customers with the products and service that they need. It can mean running a call centre, or getting involved with product development.
With new distribution channels, such as e-commerce systems and sophisticated call centres, insurers face even greater challenges to find ways of delivering a personalised and differentiated service to their customers. Effective customer operations are fundamental to every business.
- Admin Assistant
- Call Centre Operative
- Management Trainee
- Call Centre Manager
- Head of Customer Operations
Qualifications required for customer operations careers
Many major employers now require that graduate recruits on their management or leadership development programmes - who typically have a good degree in any discipline - spend time in a customer operations role so that they can gain first hand experience of dealing with customers. But apart from such placements, it is rare for graduates to go directly into jobs in this area, and employers take on school leavers with good A levels as trainees. Professional qualifications are available from bodies such as the Institute of Customer Service.
Skills and qualities required for a career in customer operations
Top of the list of requirements are communication and empathy skills - a commitment to helping customers. You'll need to have the mindset that enables you to solve sometimes complex problems, delivering on service promises - usually in a fast-paced, highly automated environment: contact centres are often likened to trading floors.