To provide motivational direction to a team of Customer Services Agents within in a contact centre environment and ensure that the team follow procedures and carry out their duties efficiently. Ensure the insurance company’s products and services are accurately presented to customers at all times in accordance with TCF principles and other FSA regulations. Ensure the team’s productivity and quality performance targets are exceeded. Create an atmosphere of professionalism and mutual support among employees, and support in the delivery of the overall business plan.

 

Responsible for conducting staff management duties such as:

Monitor agents’ calls to ensure they are following Company’s policies and procedures at all times and are compliant with FSA regulations (including TCF principles)

Set targets for agents and deliver coaching and feedback to the team to achieve KPI’s and SLA’s, and conduct regular performance reviews, including probationary reviews and annual appraisals

Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Customer Services Controller and HR when required

Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required

Manage working patterns of employees to ensure optimal staffing levels, and manage the workload of the team

Provide the team with feedback on company performance and ensure they are kept up to date with all changes in products, price and underwriting changes

Provide technical support to the team and be the referral point for handling customer complaints to achieve a positive outcome

Manage processes to ensure outstanding debt is kept to a minimum

Manage the telephony system and sales campaigns to ensure SLA’s and KPI’s are achieved

debt is kept to a minimum

Provide management information on a regular basis to the Customer Services Controller and management team

To work closely with other teams and departments to ensure consistency and best practice

To be compliant with health and safety policies at all times

To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/ regulations at all times

Any other reasonable duties as required

 

Experience of working within a contact centre environment, preferably at a supervisory level within the motor insurance industry

Experience of meeting KPI’s and SLA’s within a regulated environment

 

Excellent communication skills, both verbal and written

Strong leadership and management skills, and ability to motivate employees in a high pressurised environment

Influencing and negotiation skills

Problem solving skills with the ability to adopt a logical approach to resolving problems

Great customer service skills

Good numeracy and literacy skills

Strong IT and software skills

 

Technical knowledge of insurance products and personal lines insurance

Comprehensive understanding of regulatory requirements and company principles (including TCF) following appropriate training 

Solid understanding of the business objectives and operations

Sound knowledge of managing telephony systems

 

Customer focused

Self motivated and enthusiastic

An organised and proactive approach

Takes initiative to make decisions

A flexible approach and positive attitude

Approachable and keen to help others

Confident in presenting complex information in a clear and concise manner

Emphasis on attention to detail and accuracy

Strives to deliver performance targets and drive business improvements to contribute to the success of the business