Team Leader

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

Job summary

Join a forward-thinking company dedicated to reshaping the insurance landscape. This role offers the chance to lead a passionate team, fostering a culture of support and excellence. With a focus on personal growth and client service, you'll play a pivotal role in achieving commercial goals while ensuring a positive experience for both staff and clients. Enjoy a dynamic work environment that values diversity and encourages innovation. If you're ready to make a meaningful impact and grow your career, this opportunity is perfect for you.

Benefits

22 days holiday plus bank holidays

Life Assurance (up to 4x salary)

Income protection

Contributory pension scheme

Healthcare Cashplan

Gym discounts

Salary sacrifice schemes

Discounted insurance policies

Retail discounts

Qualifications

• Demonstrate understanding of team upskilling and business changes.
• Support and guide the team to ensure positive experiences.

Responsibilities

• Support your team as their primary contact during working hours.
• Encourage individual development through feedback and improvement plans.

Skills

Effective communication

Customer service skills

Team player

Active listening

Sales through Service techniques

Education

Basic Excel knowledge

Job description

Who are we?

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

People join Howden for many reasons, but they stay for our culture. It sets us apart and is why our employees have been turning down headhunters for years. Whether your priorities are work/life balance, career progression, sustainability, or volunteering, you'll find like-minded people driving change at Howden.

Role Purpose

With a no-limits approach, we rise to any challenge. We aim to change the insurance narrative—doing right by our clients while using insurance to build resilience for individuals, businesses, and communities. Our work includes pro bono efforts, insuring COVID-19 vaccine development, and de-risking the carbon market, leveraging our skills, knowledge, and networks to make a positive impact.

Worcester CVI specializes in multi-vehicle policies, including classic cars, modified/kit cars, and ex-military vehicles. Our contact centre is located on the outskirts of Worcester.

We seek a person to join our Management Team in Worcester who is enthusiastic about our business and wishes to lead by example, fostering our culture through team focus, sales, productivity, and client service. Previous management experience is not required, as training will be provided. Working hours will be decided upon offer acceptance.

You will support, guide, and motivate your team daily, ensuring a positive experience for both staff and clients by embodying Howden's core values and branch culture.

You should demonstrate understanding of team upskilling and keeping staff updated with business changes. Basic Excel knowledge is required, with potential for further development, and you will work with management information to produce reports. Supporting on the phones may also be needed.

Key Accountabilities

1. Support your team as their primary contact during working hours, including 121s and end-of-year assessments.
2. Communicate management strategies to achieve results.
3. Encourage individual development through call quality feedback and improvement plans.
4. Manage wallboard and call queues to meet call abandonment and service targets.
5. Contribute to commercial goals by promoting product sales, servicing, and policy retention, aiming to meet sales and AHT targets.
6. Ensure accuracy in record handling with strong attention to detail.
7. Identify growth opportunities and collaborate with management to implement them.
8. Create and share reports with colleagues and management.
9. Develop your management skills by working closely with your manager and other leaders.
10. Stay updated on product developments and market trends.
11. Handle complaints effectively, aiming for first-call resolution at management level.

Key Skills & Experience

• Role model qualities, customer advocacy, and empathy.
• Effective communication at all levels, acting as a subject matter expert.
• Excellent customer service skills.
• Ability to share best practices and support new team members.
• Clear, articulate, and engaging communication style.
• Energetic, enthusiastic, with a 'can-do' attitude.
• Proficiency in 'Sales through Service' techniques and coaching others.
• Team player, supporting colleagues and leaders.
• Active listening and sound judgment.
• Flexible, adaptable approach to daily tasks.

Rewards

We believe in rewarding dedication and hard work, offering:

• 22 days holiday plus bank holidays, increasing with service.
• Core benefits including Life Assurance (up to 4x salary), income protection, a contributory pension scheme, and access to a Healthcare Cashplan.
• Lifestyle and financial benefits such as gym discounts, salary sacrifice schemes, insurance policies at discounted rates, and retail discounts.

What we offer in return

A career that you define. We value diversity and seek individuals who share our core values: bravery, supportiveness, and a positive impact.

• Encouragement to try new things and support through challenges.
• Aiming to make a positive difference at work and beyond.

Reasonable adjustments

We are committed to providing accommodations to align with your needs, including flexible hours and hybrid working where possible. If you're interested but have concerns about fit, apply anyway—if your profile matches, we'll help you with any necessary adjustments.

*Note: Not all roles can accommodate changes to hours or location. Contact your Recruitment Partner for details.