Policy Ops Team Leader

IQUW Group; Tregof; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking a Frontline Operational Team Leader to manage and inspire a team of Assistant Underwriters in Tregof, Wales. The role involves planning, coaching, and enhancing team efficiency while maintaining high service standards. Ideal candidates will have proven leadership experience in a contact centre environment and a focus on delivering exceptional customer experiences. This position offers a competitive salary and a hybrid working model.

Benefits

Competitive Starting Salary

25 days holiday plus bank holidays

Annual Bonus Scheme

Hybrid Working Model

Free on-site parking

Employee Assistance Programme

Qualifications

• Proven people management and leadership skills.
• Strong interpersonal skills.
• Excellent communication and influencing skills.
• Motivation to exceed performance indicators.
• Experience leading teams of 10+ agents.

Responsibilities

• Lead a team of 10-12 to achieve efficiency and service levels.
• Manage resource requirements and team recruitment.
• Support team through coaching and development.
• Ensure effective communication and employee engagement.
• Conduct performance reviews and manage team performance.

Skills

People management in Contact Centre

Interpersonal skills

Communication skills

Stakeholder management

Customer experience focus

Leadership capability

Performance motivation

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 insurer 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, organiseandlead a team of 10 – 12to 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.

Essential Qualifications, Skills & Experience

• 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
• Experience of Leading a team of 10+ agents

Benefits

• 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 foundhere

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