Team Leader, Insurance

Do you have Call Centre Sales/New Business Team Leader experience? Come and work with our dedicated Direct insurance sales team here in Manchester ! What part will you play? If you\’re looking for a place where you can make a meaningful difference, you\’ve found it. The work they do gives people the confidence to move forward and seize opportunities, and you\’ll find your fit amongst our global community of optimists and problem-solvers. We\’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs. The opportunity: An exciting opportunity for a New Business Team Leader in the Direct insurance sales team directly reporting into the Call Centre Manager. As an enthusiastic Team Leader, you will be responsible for leading and motivating the team alongside the Sales Manager. You will coach the consultants ensuring adequate technical knowledge and training is provided to handle customer queries effectively and deliver an outstanding experience to customers. You will need to be highly organised, a great team mate and driven to provide and develop exceptional customer service. This is a unique role within our New Business team and will work closely with the Retentions Team Leader, working collaboratively in view of achieving the same goal, helping identify trends and training needs whilst promoting the Markel style. The successful individual will actively seek to help improve the team\’s performance, by leading workflow, monitoring and listening to agents, and providing constructive feedback to help improve individual performance. What you\’ll be doing: Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery of targets Coordinate and monitor your team\’s workload by setting expectations at the start of each day and developing team and individual sales targets Effective risk management and ensure effective cover of management Lead, motivate, coach and develop the team to deliver industry-leading customer service Ensure excellent customer service across your team with effective call monitoring and coaching Lead all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation Effectively recruit and onboard new team members alongside the Sales Manager Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Sales Manager Ensure the team accurately input and process data on the company\’s system Raise relevant technical issues using data to confirm the scale of the issue Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards In line with agreed standards, oversee achievement of individual and team quality targets Manage and resource plan to achieve SLAs and agreed team targets Provide constructive feedback to team members, identify training needs, and oversee training and development plans Display excellent communication skills both verbal and written Demonstrate flexibility to adapt to changing practices and work prioritiesOur must haves: Experience within insurance or an FCA regulated sales environment Technical knowledge of the company business insurance product range, including understanding of the coverage provisions, exclusions, and conditions of the policy wordings would be beneficial An understanding of the legal principles of insurance and insurance contracts including the company\’s obligations to insurers is beneficial Strong organisational skills, time management Performance management, significant focus on delivery of a first-class customer experience Ability to work closely and flexibly with other team members Customer-focused approach and attention to detail. Confident communicator Demonstrate a high level of professionalism, integrity and commitment Ability to work in a fast-paced environment CII qualification or working to obtain the qualification desirableWho they are: Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world. What\’s in it for you: A great starting salary plus generous quarterly bonus & strong benefits package… 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that