Insurance Broker Team Leader

Markel; Manchester; On-site; GBP 30,000 - 60,000; Full time

Job description

Do you have an insurance background and broker knowledge?

Are you able to lead a team of broker sales advisors?

Come and join us as our new Broker Team Leader and support our NMUK Direct Broker team here at Markel with the roll out of our new online insurance broker offering!

The opportunity:

It’s an exciting time to join Markel as our NMUK Direct division launches our brand-new Broker sales team. Due to this growth, we have an exciting, brand-new opportunity for a Broker Team Leader to join our team based in our Manchester office. The Caunce O’Hara broking team provides specialist insurance services to contractors, consultants, freelancers, and self-employed professionals through the Caunce O’Hara and OLLO brands. We offer a comprehensive range of insurance coverage, including professional indemnity, public liability, employers' liability, directors and officers liability, property, occupational personal accident, legal representation and employment cover, and cyber insurance. Customers can obtain quotes and purchase coverage directly through our websites or receive assistance from our team of insurance experts over the telephone. We have ambitious plans for growth to expand our presence within our target sectors.

This new role in our broker team will report directly to the Head of Direct Broking. As an enthusiastic team leader, you will be responsible for leading and motivating the team alongside the Head of Direct Broking. You will coach a team of brokers ensuring they have the necessary technical knowledge and training to handle customer queries effectively and deliver a high-quality experience to customers. You will need to be organised, a team player, and dedicated to providing and developing excellent customer service.

The successful candidate will seek to improve the team’s performance by managing workflow, monitoring brokers, and providing constructive feedback to enhance individual performance to meet company goals.

What you’ll be doing:

1. Create a positive, performance-oriented environment within the team, and take responsibility for continuously enhancing team performance, customer satisfaction, and the achievement of SLA/KPI targets.
2. Coordinate and monitor the workload of the team efficiently.
3. Lead, motivate, coach, and develop the Broker Advisor team to provide industry-leading customer service.
4. Assess the Quality Assurance of calls and services delivered by the Direct Broking Teams to ensure consistent accuracy and efficiency.
5. Manage all inbound and outbound activities to meet SLA requirements.
6. Recruit and onboard new team members effectively in partnership with the Head of Direct Broking / Talent Acquisition team.
7. Serve as the escalation point for all customer complaints and seek resolutions that ensure favourable customer outcomes.
8. Escalate technical issues appropriately, using data to define the scope of the problem.
9. Oversee the attainment of individual and team targets aligned with established and regularly reviewed standards.
10. Ensure the achievement of individual and team quality targets according to agreed standards.
11. Provide constructive feedback to team members, identifying training needs, and managing training and development plans.
12. Maintain constant communication within the team and exhibit flexibility to adapt to evolving practices and work priorities.

Our must haves:

1. Experience in an insurance or FCA regulated sales environment.
2. Technical knowledge of the company business insurance product range, including understanding of the coverage provisions, exclusions, and conditions of the policy wordings.
3. An understanding of the legal principles of insurance and insurance contracts including the company's obligations to insurers.
4. Strong organisational skills and time management abilities.
5. Performance management with a focus on delivering high-quality customer experiences.
6. Ability to work cooperatively and adaptively with other team members.
7. Attention to detail and effective communication skills.
8. Professionalism, integrity, and commitment.
9. Capacity to work in a fast-paced dynamic environment.
10. CII qualification or working towards obtaining the qualification.
11. Demonstrate strong sales skills.
12. Proven ability to lead teams to achieve high performance.

What’s in it for you:

1. A great starting salary plus generous quarterly bonus & strong benefits package.
2. 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave.
3. 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.
4. There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!

Are you ready to play your part?

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [e-mail] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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