Client Services Team Manager – Hybrid in Winnersh – ARD1035713
Salary: £32,000 - £36,000 (Depending on Experience)
Do you have strong team leadership skills and experience? Are you passionate about providing excellent customer service?
We’re excited to announce an opportunity for a talented Client Services Team Manager to join our team. This pivotal role, reporting to our Head of Client Services, offers the flexibility of hybrid working once you’re signed off from your training where you can work 3 days in the office and 2 days from home every week. You’ll also be rewarded with all the great benefits of working with the UKs largest independent Insurance Brokers – Towergate Health and Protection.
As a Client Services Team Manager, you will be responsible for the direct management of our team of Client Services Specialists who provide exceptional customer service to a portfolio of clients. You will be working as part of the leadership team to ensure the smooth and efficient running of the business, implementing plans and strategies as required, leading teams to meet all performance KPI’s, regulatory and service level requirements. You will drive the engagement of the team through proactive two-way communication, teamwork, and collaboration.
What does a Client Services Team Manager here do?
This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all the following and more:
1. Motivate and support your team to ensure the best possible service is delivered to our clients, ensuring proactive, positive and consistent communication within the department, between colleagues and senior management.
2. Work with your team to identify and highlight product and services gaps within the existing portfolio.
3. Set individual and team goals or objectives to ensure your team meets the expectations of clients, business partners and the business.
4. Regularly review your team members performance, proactively supporting their development through 1-2-1 meetings and annual performance reviews.
5. Maintain your own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
6. Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
7. Attend internal and external meetings with Insurers and product training as required.
8. Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
9. Be an escalation point for your team and be on hand to support with client queries.
What are we looking for in our next Client Services Team Manager?
10. Team Manager or Team Leader experience.
11. Experience of meeting financial, operational, service and quality KPI’s.
12. Highly organised with a focus on objectives, priorities and deliverables.
13. Experience in people management including motivation, coaching, development and performance management.
14. An individual who can lead by example and is a role model to others.
In return you will be welcomed and supported by Towergate Health and Protection, part of our Ardonagh family, with opportunities to learn and grow your career. You will also be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:
15. Holiday entitlement of 26 days plus bank holidays.
16. Opportunity to progress your career across the entire Ardonagh family.
17. Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects.
18. Pension scheme for when you feel it’s time to retire.
19. 24-hour Employee Assistance support for you and your family’s physical and mental wellbeing.
20. Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more.
21. One day paid volunteering to give back to our communities.
22. Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community.
23. The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.
We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future.