Client Services Team Manager

Talan; Luton; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading independent insurance broker in Luton is looking for a Client Services Team Manager to lead a team of specialists in delivering outstanding client service. This hybrid role offers the flexibility to work from home after initial training. You will collaborate with the leadership team to implement strategies, meet performance KPIs, and foster development within your team. Strong people management skills and the ability to motivate are essential for success in this role.

Qualifications

• Experience managing a team in a client services role.
• Proven track record of achieving performance KPIs.
• Skill in motivating and developing team members.

Responsibilities

• Motivate and support your team for exceptional client service.
• Identify gaps in product and service offerings.
• Set and review individual and team performance goals.
• Maintain constructive relationships with stakeholders.
• Provide professional telephone handling services.

Skills

Team Manager or Team Leader experience

Meeting financial, operational, service and quality KPI's

Highly organized with a focus on objectives

People management including motivation and coaching

Leading by example

Job description

Overview

We're excited to announce an opportunity for a talented Client Services Team Manager to join our team. This pivotal role, reporting to our Head of Client Services, offers the flexibility of hybrid working once you're signed off from your training where you can work 3 days in the office and 2 days from home every week. You'll also be rewarded with all the great benefits of working with the UKs largest independent Insurance Brokers - Towergate Employee Benefits. As a Client Services Team Manager, you will be responsible for the direct management of a team of Client Services Specialists who provide exceptional customer service to a portfolio of clients. You will be working as part of the leadership team to ensure the smooth and efficient running of the business, implementing plans and strategies as required, leading teams to meet all performance KPI's, regulatory and service level requirements. You will drive the engagement of the team through proactive two-way communication, teamwork, and collaboration.

Responsibilities

• Motivate and support your team to ensure the best possible service is delivered to our clients, ensuring proactive, positive and consistent communication within the department, between colleagues and senior management.
• Work with your team to identify and highlight product and services gaps within the existing portfolio.
• Set individual and team goals or objectives to ensure your team meets the expectations of clients, business partners and the business.
• Regularly review your team members performance, proactively supporting their development through 1-2-1 meetings and annual performance reviews.
• Maintain your own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
• Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
• Attend internal and external meetings with Insurers and product training as required.
• Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and colleagues.

Qualifications

• Team Manager or Team Leader experience.
• Experience of meeting financial, operational, service and quality KPI's.
• Highly organised with a focus on objectives, priorities and deliverables.
• Experience in people management including motivation, coaching, development and performance management.
• An individual who can lead by example and is a role model to others.

Equal Opportunity Statement

Everywhen is an equal opportunities employer. We are committed to a working environment that is free from discrimination, inclusive, and empowers our people to bring their whole self to work and reach their full potential. If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.