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