Insurance Team Leader Job in Croydon, Southern UK
My Client a large international global organisation are current recruiting for an Insurance Team Leader to join their already successful team.
Purpose of the Position
To successfully manage an inbound and outbound sales and service team (including initial claims enquiries) to deliver KPI results with excellent customer service and compliance.
Key Responsibilities
To be responsible for daily management of the Contact Centre including attendance time keeping, accurate data capture and other staffing issues.
To successfully manage team to achieve service level, abandon rates and sales conversions.
To effectively handle all areas of individual and team performance management ensuring that all staff are trained and developed to succeed.
To provide positive and pro-active leadership, creating a culture of team working and achievement.
To adhere to company protocols and procedures.
To be technically proficient and knowledgeable with in-house computer systems, policy wording and procedures.
To protect the underwriters at all times.
To adhere to FSA compliance guidelines and standards for treating customers fairly.
To undertake any responsible task authorised by senior management.
Take responsibility for escalated calls and queries.
To ensure 121’s and annual appraisals are held and documented according to departmental policies.
To support training and coaching process within team and arrange any necessary training for team members if found to be underperforming or non-compliant.
To assist the Operations Manager in updating and developing processes and procedures with the department.
To manage team recruitment.
Handling daily statistics accurately, compiling reports and updating all reporting and statistical figures as agreed.
To apply for this position you should come from an insurance background and have the ability to Manage a Team.
