Team Leader

Role Purpose

With a no limits approach, we can rise to any challenge. Whatever the question, the concern, or the risk, we can get the right people in a room and find the right answer. Our collective power is also helping us to change the insurance narrative - doing right by our clients while using insurance as a tool to build resilience for individuals, businesses and communities. From pro bono work to insuring COVID-19 vaccine development to de-risking the carbon market, we're using our skills, knowledge, and networks to make a difference and speed positive change in the world around us.

Worcester CVI specialise in multi vehicle policies and cover products such as Classic cars, modified/kit cars and ex military vehicles. Our contact centre is on the outskirts of Worcester.

We need a person to join our Management Team in Worcester who is enthusiastic about our business and wishes to lead by example, driving our culture through team focus, team sales, productivity, and client focus. Previous management experience is not needed as the role will be taught to you. Depending on the successful applicant, working hours will be decided at the point a job offer is made.

Putting our team and customers at the heart of what we do, you will provide support, guidance and bring the drive to succeed into each working day.

We want you to take ownership and accountability to provide the best possible experience for your team and the clients they deal with, first time, every time, by championing our Howden core values and our branch culture.

You will be able to demonstrate your understanding about the importance upskilling your team members and keep them up to date with changes in our business.

You will have a basic knowledge of working with Excel which can be expanded on if needed and work with management information to create reports.

You will be required to support on the phones where needed.

Key Accountabilities

• Provide professional support to your team, being their go to point of contact during their working day, including 121's, end of year assessments and perform other duties as needed.
• Communicate management strategies to your team to achieve desired results.
• Encourage development of the individuals in your team and supporting their skillset growth by delivering call quality feedback, and improvement planning.
• Managing the wallboard and call queues to ensure minimum call abandonment rates and ensuring that we achieve our grade of service targets.
• Contribute to the overall commercial goals by ensuring that your team are selling new products, servicing, and retaining existing policies, striving to hit our budgeted sales and AHT targets.
• Strong attention to details ensuring accuracy in all record handling.
• Identify opportunities for business growth and work with our management team to implement them.
• Producing reports and communicating their results to senior and junior colleagues.
• Working closely with your manager and other team leaders to develop your own management skill set and understanding of the management job role, learning as you go.
• Keep up to date with development in product changes in accordance with current market trends and scheme facilities, together with other subject matter experts.
• Strong complaint handling skills and driving complaints towards a first call resolution at management level.

Key Skills & Experience:

• Role Model qualities, Customer advocacy, we want you to 'walk in a customer's shoes' in order to help resolve queries.
• Ability to communicate at all levels, especially when acting as subject matter expert to other areas.
• Customer Service skills to deliver the best experience possible.
• The ability to demonstrate and share best practice with established colleagues and new starters.
• Clear, articulate and engaging.
• Effective communication skills.
• Ability to empathise in any given situation.
• Act with energy and enthusiasm with a 'can do' approach, able to overcome obstacles.
• Ability to demonstrate 'Sales through Service' techniques and coach others in the CEC.
• Ability to work in teams, playing an active role in supporting colleagues and the Team Leaders.
• Active listening and sound judgement.
• Flexible approach to your role, as a champion each day could be quite different.

Rewards:
We believe that great work and dedication should be rewarded, that's why we offer:

• 22 days holiday (plus bank holidays), increasing through length of service
• A set of core benefits, designed with your health and financial protection in mind:
  • Life Assurance up to 4x salary, protecting your loved ones in case the worst should happen
  • Income protection, guaranteeing an income for up to 5 years in the event of an illness or injury
  • Contributory pension scheme - 5% employer contribution and 5% employee contribution
  • Access to a Healthcare Cashplan, which gives you access to a variety of health related benefits
• Access to a host of lifestyle and financial benefits that you can choose from:
  • Discounts on gym membership across the UK
  • Salary sacrifice schemes - Travel Insurance, Cycle to Work, Car leasing, Technology purchase
  • Access to a range of insurance polices through Howden at discounted rates
  • Access to hundreds of high-street retailer discounts