Team Leader

Howden Group Holdings; Worcester; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a forward-thinking company as a team leader in Worcester, where your passion for customer service and team development will shine. In this role, you will lead by example, driving a culture of excellence and productivity while ensuring the best experience for both your team and clients. With a commitment to personal growth and a supportive environment, you will have the opportunity to develop your management skills and contribute to meaningful change. This is your chance to make a difference in a dynamic team that values collaboration and innovation.

Benefits

22 days holiday plus bank holidays

Life Assurance up to 4x salary

Income protection for up to 5 years

Contributory pension scheme

Healthcare Cashplan

Gym membership discounts

Salary sacrifice schemes

Discounted insurance policies

High-street retailer discounts

Qualifications

• Demonstrated ability to lead and motivate a team.
• Strong customer advocacy skills and ability to empathize.
• Experience in managing call queues and service targets.

Responsibilities

• Provide support and guidance to team members daily.
• Communicate management strategies to achieve results.
• Encourage team development and skillset growth.

Skills

Customer Service

Effective Communication

Sales Techniques

Team Leadership

Complaint Handling

Active Listening

Tools

Excel

Job description

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

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

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent