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Service Delivery Team Leader

3 months ago

Gloucester, Gloucestershire, United Kingdom PIB Insurance Brokers Full time
Job Advert

The Role:
Service Delivery Team Leader


To work as part of the PIB management team to lead a team of remote Service Delivery Handlers providing support and assistance to the Account Handlers with their day-to-day client service and account broking.

To drive the performance of the Service Delivery Handlers, whilst ensuring staff engagement and delivering solutions to problems.

Reporting into the Head of Service Delivery, the Service Delivery Team Leader will lead the Service Delivery handler team.

Working to provide outstanding customer service through coaching and developing of the team, while helping to drive continual process improvement.

Will be KPI driven to ensure the team's success and always put the client at the heart of what you do.


The Service Delivery team will play a key role in the future of client service delivery at PIB, underpinning the service excellence PIB require for our clients and ensuring accuracy for insurers, clients, and data integrity.

The management and leadership of the team is integral to the success of driving service excellence for PIB.

Responsibilities:

  • Effectively distribute tasks managing constraints to maximise capacity.
  • Ensure work requests are completed within service level agreements, enabling the successful placement of commercial lines business.
  • Liaise with the Service Delivery Operations Manager and management teams on service KPIs.
  • Monitor and report regularly on team performance, successes and plans for improvement.
  • Regularly review and identify development needs ensuring training plans are in place and appropriate coaching is available to enable team members to be fully effective in their roles and support career development.
  • Support colleagues across the business to identify and maximise opportunities for growth.
  • Support the Account handlers in the appropriate placement of products and risk in the market.
  • Lead your team to deliver services to the Account Handler community, adhering to Group policies, procedures and all regulatory requirements whilst meeting service standards.
  • Work alongside and liaise as appropriate with the commercial teams.
  • Utilise reporting and analyse data to maintain a clear oversight of workflow and capacity.
  • Manage KPI's and SLA's to ensure targets are met.
  • Support continuous improvement by providing recommendations where appropriate to the Operations team and support initiatives as PIB evolves in a changing industry.

Skills & Experience:

  • Minimum 5 GCSE, Grades A-C including English and Maths or equivalent.
  • Good understanding of the broking insurance market and the main classes of commercial insurance.
  • Acturis System knowledge (Desirable but not essential)
  • Minimum of two years in a comparable team leading role in a regulated environment (Desirable but not essential)
  • Ability to mentor team members providing guidance and support on more complex tasks.
  • Organised with the ability to prioritise and allocate workloads across your team according to business need.
  • A critical thinker with the ability to successfully manage issues, understand complex situations and deliver solutions.
  • Excellent time management skills to plan ahead to meet SLAs to ensure a timely service to clients.
  • Excellent communications and stakeholder management skills, with the ability to work under pressure.
  • Desire to develop new skills and continue professional development.

Further information
As well as a competitive salary we offer the following benefits

  • Competitive holiday allowance with the annual option to buy additional days
  • Death in Service benefit of x4 salary
  • Company pension scheme
  • Very generous maternity and paternity leave packages
  • A flexible benefits package which allows you to add additional benefits to your overall package
  • Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
  • Referral schemes
  • Discounted rates on PIB products
  • We offer a firstclass employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
  • We also offer a wide range of discounts including a kids pass giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
  • PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
  • PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB's carbon footprint.
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