Client Service Team Manager
2 weeks ago
This is a Permanent , Full Time vacancy that will close in a month at 23:59 GMT .
The role of the Client Services Team Manager is to manage and support a Client Services Team in providing exceptional servicing to a portfolio of clients.
Our Client Services Team Manager needs to be able to distinguish and work within the boundaries of non-advised queries and to work within Towergate’s Compliance Guidelines, Data Protection, FCA Guidelines and Treating Customers Fairly.
To understand and ensure the client services team are following the Target Operating Model (TOM).
To ensure that the client services team are adhering to all processes and Service standards assigned to them.
To maintain and develop our in-house computer system (Organise IT) and ensure the completeness and accuracy of the data within it.
To be responsible for monthly 121s, midyear and annual performance reviews with your team.
To be responsible for signing off annual leave ensuring there is adequate cover for the existing team.
Effective management of leavers process within team.
Monitor and maximise the performance of your team to ensure excellent service provision and retention of clients.
To work as part of Client Services Management Team to support the department goals & also other departments as and when relevant.
Maintain own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
Undertake any additional work as and when required.
Attend internal and external meetings with Insurers and product training as required.
Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
Receiving complaints and escalating as appropriate.
Co-ordinate the team on any non-portfolio work streams such as mailbox rota.
Provide training for new starters and existing team members where required.
To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions.
To ensure compliance with local procedures, customer service standards and financial and Industry compliance regulations and legislations.
To undertake training in line with agreed objectives. Proactively drive own development by seeking to improve and demonstrate technical and industry knowledge, including study for industry accredited examinations and attendance on identified Towergate sponsored courses as well as on going desk-based training.
To pro-actively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be an advocate for change
To undertake ad hoc work as may reasonably be required by the company.
Holiday entitlement of 26 days plus bank holidays
~ Opportunity to progress your career across the entire Ardonagh family
~ Pensions scheme for when you feel it’s time to retire
~1 days paid volunteering day to give back to our communities
~ We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No agencies please.
#We’re always happy to hear from people who are looking for opportunities to work with us and help our business grow. #
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