Insurance Team Manager

Role Overview

• Manage team members’ performance.
• Set short and long term KPIs, identify rising stars and provide coaching and support to your team, including those who need extra help.
• Hold regular huddles, monthly one to ones and regular check-ins with the team.
• Cascade key business, departmental and team messages in a timely manner and practise two-way communication.
• Lead all recruitment for your team, working closely with the People Team to ensure a seamless experience for all candidates.
• Collaborate with the Training Team to ensure all new starters receive a great welcome into the business and have the right skills to do the job.
• Work with your team to ensure they are engaged and motivated, listening to feedback and using available tools and resources to ensure engagement is always a focus.
• Analyse and understand the outputs from the Group Engagement Survey for your team.
• Work closely with the People Team to develop local action plans to continually improve results.
• Proactively tackle informal performance and behavioural issues within your team.
• Work closely with the People Team to manage any subsequent formal performance and disciplinary issues that arise.
• Manage sickness absence within your team; understand the reasons behind absences and support your team members to improve their attendance at work.
• Reward and recognise your team using a variety of methods available eg. Activate Applause, team engagement budget.
• Review exit survey data and put in place actions to resolve any issues affecting retention.
• Take responsibility for your own personal and skills development.
• Attend appropriate training courses and webinars.
• Proactively look for ways to develop your skills.
• Work closely with other members of the Operations leadership team, sharing best practice and supporting each other.
• Build strong and trusted relationships with your customers.
• Handle escalations well and develop and deliver solutions which meet or exceed customer expectations.
• Contribute to cross-departmental projects and other key workstreams based on business needs.

Requirements

• Experience of leading and developing high performing teams (preferably in a Contact Centre setting)
• Ability to provide constructive feedback and proactive coaching
• Confident working in a fast paced ever-changing environment
• Able to interrogate data and solve problems effectively
• Excellent verbal and written communication skills
• Strong advocate of the Group values

Benefits

• 33 days holiday, including bank holidays
• Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• A birthday surprise for everyone