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Insurance Team Leader, Surrey
- UK - Surrey
- £15000 - £20000 per annum
- Full-Time Permanent
- Insurance - Insurance
- Hays Insurance & Financial Services
- 25-11-08
Job Description
My client, a global insurer, is currently seeking Insurance team leader to performance manage staff against the requirements of Training and Competence.
Job role
- To provide on-the-job coaching to develop and motivate staff
- To recruit and train new staff
- To ensure that scripts are adhered to in compliance with FSA regulations.
- To ensure that the insured are aware of their enrolment into an insurance contract
- To continually monitor the outbound calls and raise any issues that occur.
- To ensure that all invalid verification calls are followed up with communication (telephone call and/or letter) to the policyholder.
- To monitor service levels and check work for accuracy
- To draw up a rota and arrange adequate cover for phones at all times
- To maintain call quality through call monitoring and levelling sessions
- To handle complaints in accordance with Company rules
- To deal with more complex calls
- To be flexible within your role and to support all areas of Customer Services
Skills & Knowledge Required
Essential
- Good communication skills
- Good level of written and spoken English
- Basic PC skills and good keyboard skills
Desirable
- Previous supervisory experience in a customer services environment
- Call centre or telesales experience outbound and inbound.
- Awareness of general insurance industry
- Position Attributes
Job role
- To provide on-the-job coaching to develop and motivate staff
- To recruit and train new staff
- To ensure that scripts are adhered to in compliance with FSA regulations.
- To ensure that the insured are aware of their enrolment into an insurance contract
- To continually monitor the outbound calls and raise any issues that occur.
- To ensure that all invalid verification calls are followed up with communication (telephone call and/or letter) to the policyholder.
- To monitor service levels and check work for accuracy
- To draw up a rota and arrange adequate cover for phones at all times
- To maintain call quality through call monitoring and levelling sessions
- To handle complaints in accordance with Company rules
- To deal with more complex calls
- To be flexible within your role and to support all areas of Customer Services
Skills & Knowledge Required
Essential
- Good communication skills
- Good level of written and spoken English
- Basic PC skills and good keyboard skills
Desirable
- Previous supervisory experience in a customer services environment
- Call centre or telesales experience outbound and inbound.
- Awareness of general insurance industry
- Position Attributes
- Angela Bond
- 191612
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