Policy Operations Team Leader

IQUW Group; Swansea; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Operational Team Leader to guide a specialist team of Assistant Underwriters. This exciting role involves motivating and managing the team to achieve high efficiency and quality standards while fostering a positive work environment. The ideal candidate will possess strong leadership and interpersonal skills, with a focus on delivering exceptional customer experiences. Join a forward-thinking company that values personal and professional development, offering a hybrid working model and a range of attractive perks to enhance your work-life balance.

Benefits

25 days holiday plus UK Bank Holidays

Annual discretionary bonus scheme

Hybrid working model

Free on-site parking

Employee Assistance Programme

Personal & Professional Development Support

Discounts & Cashback Savings

Qualifications

• Proven leadership skills in a Contact Centre environment.
• Strong focus on delivering excellent customer experiences.

Responsibilities

• Lead and manage a team of Assistant Underwriters effectively.
• Ensure team achieves performance targets while maintaining quality standards.

Skills

People management skills

Leadership capability

Interpersonal skills

Communication skills

Stakeholder management

Customer experience focus

Job description

Overview

About us

ERS is the UK's largest specialist motor insurer – and that’s just one of the things that makes us special.

We don’t just deal with the ‘every day,’ we’re talking Classic Cars, Super Cars, Kit Cars and Campers. Motor fleets in their 1000s and some pretty fancy agricultural machinery. If it’s more than your average vehicle, we more than likely insure it.

The role

As one of our frontline Operational Team Leaders you’ll be responsible for effectively leading, motivating and managing a specialist Team of Assistant Underwriters, whilst maintaining optimum efficiency and control of costs in line with the company business plan. Team Leaders are responsible for the achievement of individual and team targets and objectives whilst constantly striving to improve service and quality standards.

The location for this role is our Swansea office, and the role is classified as hybrid. Typically, this entails three days in the office and two days working from home.

Key responsibilities

Reporting to our Operations Manager, your main responsibilities will be:

• Plan, organise and lead the team to achieve the highest levels of efficiency and service, within budget and whilst maintaining excellent quality standards.
• Set and manage resource requirements for the team including recruitment in conjunction with HR.
• Oversee the tasks and activities within the team providing support, coaching and development as required.
• Promote a culture of effective communication and positive employee engagement.
• Develop and coach the team ensuring levels of competence are in line with role requirements, identifying and implementing training where required.

Policy Ops TL

• Manage performance through regular 121’s, team meetings and performance reviews.
• Provide support to the Operations Managers as appropriate in the production and submission of management information and reporting.
• Embody and amplify the IQUW values.

We'd like to hear from you if you have

• Developed, proven people management and leadership skills in a Contact Centre environment
• Strong interpersonal skills and inspiring leadership capability
• Excellent communication, stakeholder management and influencing skills
• The motivation and drive to exceed all key performance indicators
• A high degree of accuracy
• A significant focus on delivery of a first-class customer experience
• Previous experience in the Insurance Industry is ideal, but not essential

What you get in return

• Competitive Starting Salary
• 25 days holiday plus all UK Bank Holiday Days & the option to buy up to 3 days additional leave each year
• Annual (Discretionary) Bonus Scheme
• Hybrid Working Model – 3 days in-office & 2 days working from home
• No weekend working and no late shifts
• Free on-site parking
• My Optional Extras Benefit Scheme – Personalised benefits to suit you and your family
• Discounts & Cashback Savings from a host of well-known retailers
• Employee Assistance Programme – Provides a range of services including counselling and expert advice and support on a range of matters including legal, financial and well-being.
• Personal & Professional Development Support - A range of professional qualifications and study support to suit your developmental goals

Additional Information

A full job description will be found here.