Broker Service Centre Team Leader
4 weeks ago
Who we are
American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.
Get to know the business
General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.
About the role
What you need to know:
The Broker Service Centre Team Leader will lead and develop the Underwriting Service Team and be responsible for the scheduling and performance monitoring of query and call volumes, ensuring agreed KPI performance standards and objectives are met.- Lead by example by generating a positive customer centric environment- Carry out formal monthly 121s of performance with each team member to achieve agreed targets and standards- Ensure that monthly team meetings are held and minutes are taken and written up in standard format- Achieve the service team objectives and targets by setting clear and achievable team goals, reviewing and taking appropriate action with individual team members as and when required.- Identify performance shortfalls at the earliest possible opportunity, evaluate progress, give informal feedback, coach and recommend training or redeployment if practical- Make appropriate use of the disciplinary and grievance code of practice- Manage call volumes correctly via call abandon rates, hold times and queue times while ensuring call routing is productive and flexible within busier times- Plan and prepare a daily schedule of work ensuring that team performance can be evaluated on a day to day basis- Support the customer by handling escalated calls when needed- Work with the Service Centre Manager and the AIGSS team to ensure all delegated tasks are effectively monitored- Work with the Service Centre manager to guide the working group enhancing the service centre culture- Complete service centre administration as and when required (including CSU database maintance)- Work with the receivables team to resolve current and outstanding issues- Test team product knowledge regularly and ensure company standards are upheld- Perform other duties upon request by Broker Service Centre Manager
What we’re looking for:
- Demonstrate good coaching and staff development skills- Experience of working to achieve telephony SLA’s and managing call plans- Good understanding of customer service telephone technique’s- Good organisational skills- Excellent interpersonal skills and the ability to influence outcomes.- Knowledge of company policies and procedures.- Effective meeting skills.- Excellent communication skills written/verbal.- Appraisal and disciplinary interview skills.- Awareness of the impact of regulation and FCA- Working towards or achieved the Managing at AIG qualification
A look at our Benefits
We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 24 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.
We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.
We are an Equal Opportunity Employer
American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, se
We have other current jobs related to this field that you can find below
-
Broker Service Centre Team Leader
7 days ago
Birmingham, Birmingham, United Kingdom AIG Full timeWho we areAmerican International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings...
-
Call Centre Team Leader
3 weeks ago
Birmingham, United Kingdom Brite Recruitment Full time**CALL CENTRE TEAM LEADER** **BIRMINGHAM** **£32,000 + BONUS + BENEFITS** Our client, based in the service industry, are looking for a **Call Centre Team Leader **to join their hardworking and fast paced team. You will work in a shift rotation between 6am-9pm Monday to Sunday, managing a team of over 10 customer support advisors within the contact...
-
Birmingham, United Kingdom DB Arriva Full time**Salary is £22,053pa based on a 37 hour week.** We are looking for professional, enthusiastic and dedicated people to work within the Service Centre at Birmingham as Team Leaders. As a Service Centre Team Leader you will be responsible for ensuring orders are correctly packed and loaded onto the trains at the right time. You will also be responsible for...
-
Birmingham, United Kingdom DB Arriva Full time**Salary is £22,053pa based on a 37 hour week.** We are looking for a professional, enthusiastic and dedicated person to work within the Service Centre at Birmingham as a Team Leader. As a Service Centre Team Leader you will be responsible for ensuring orders are correctly packed and loaded onto the trains at the right time. You will also be responsible...
-
Birmingham, United Kingdom DB Arriva Full time**Salary is £22,053pa based on a 37 hour week.** We are looking for professional, enthusiastic and dedicated people to work within the Service Centre at Birmingham as Team Leaders. As a Service Centre Team Leader you will be responsible for ensuring orders are correctly packed and loaded onto the trains at the right time. You will also be responsible for...
-
Birmingham, Birmingham, United Kingdom DB Arriva Full timeSalary is £22,053pa based on a 37 hour week.We are looking for a professional, enthusiastic and dedicated person to work within the Service Centre at Birmingham as a Team Leader.As a Service Centre Team Leader you will be responsible for ensuring orders are correctly packed and loaded onto the trains at the right time. You will also be responsible for...
-
Attractions Team Leader
2 weeks ago
Birmingham, United Kingdom LEGOLAND Discovery Centre Full timeRoles & Responsibilities: LEGOLAND Discovery Centre Birmingham is seeking an Attractions Team Leader to join our team and embark on the ultimate LEGO® adventure! First and foremost, you’ll be working out on the front-line within the attraction, welcoming, greeting, interacting with, and helping our guests at every opportunity, ensuring they get the...
-
Attractions Team Leader
6 days ago
Birmingham, Birmingham, United Kingdom LEGOLAND Discovery Centre Full timeRoles & Responsibilities:LEGOLAND Discovery Centre Birmingham is seeking an Attractions Team Leader to join our team and embark on the ultimate LEGO adventureFirst and foremost, you'll be working out on the front-line within the attraction, welcoming, greeting, interacting with, and helping our guests at every opportunity, ensuring they get the absolute most...
-
Birmingham, United Kingdom AIG Full timeWho we are American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse...
-
Call Centre Team Leader
1 week ago
Birmingham, United Kingdom BCA Full time**Customer Service Team Leader** **Birmingham Business Park - Solihull (on-site)** **£32,000 per annum** **Mon - Fri 08.30 - 17.30** **Purpose of the role**: The role of Customer Service Supervisor is to lead, develop and engage their team to deliver high performance demonstrated by the delivery of customer, commercial and people...
-
Centre Leader
1 month ago
Birmingham, United Kingdom GenesisCare Full timeAt GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world. Are you ready to embark on an exciting journey as Centre Leader of our cutting-edge centres located in Portsmouth & Southampton? Join our dedicated team at GenesisCare and be a part of...
-
Insurance Broker
2 weeks ago
Birmingham, United Kingdom Coburg Banks Full time**note - hybrid working** Insurance Broker sought!! If you have a background in insurance sales - ideally commercial and ideally having spent some time in the broker sector, though neither of these are ‘deal breakers’, then I’d like to hear from you. We are recruiting for a well-established, independent insurance broker who specialises in the...
-
Customer Service Team Leader
2 days ago
Birmingham, United Kingdom Midland Heart Full time**The Role** Are you an experienced team leader looking for a fresh challenge? Do you have a passion for delivering excellent customer service and the ability to instil this passion into your team of Customer Service Officers? We have an exciting Customer Hub Team Leader opportunity within our Customer Contact Centre. This is a full-time, permanent role...
-
Mortgage Broker
1 week ago
Birmingham, United Kingdom Morgan Parkes Recruitment Ltd Full time**Job Title: Mortgage Broker** **Location: Birmingham City Centre (office based)** **Hours: Monday to Friday 9am - 5pm, occasional Saturdays if required** **Company Overview**: Working for a fast growing entrepreneurial business with a focus on professionalism, integrity and expertise, the successful Mortgage Broker will be required to strive to exceed...
-
Team Leader Contact Centre Team Manager
4 weeks ago
Birmingham, United Kingdom Cactus Search Full timeTeam Leader Managing a team of 15 Customer Service Advisors Birmingham (City Centre) £28,000 plus bonus and generous paid overtime We are currently supporting a large multinational BPO consultancy who are looking to recruit into their brand-new Central Birmingham offices. They offer fantastic benefits including an annual bonus and very generous overtime...
-
Team Leader Iag Service
4 weeks ago
Birmingham, United Kingdom BIRMINGHAM DISABILITY RESOURCE CENTRE Full timeJob Title **Team Leader IAG Service** Reporting To: **Service Manager Employment and Skills** Contract Type: **Fixed Term (June to November 2024)** **Location**: **IHWC, Unit 18, ACE Business Park B33 0LD** **Salary**: **NJC SCP 22 currently £30,940.16p** Working Hours **Full time equivalent (36.5 hours per week)** **JOB OUTLINE**: Under the...
-
Team Leader
4 weeks ago
Birmingham, United Kingdom Birmingham Voluntary Service Council Full time €26,562We are recruiting a Team Leader to assist in supervising and leading the team to fulfil our charities aims and objectives. Job Title: Team Leader Responsible to: Chief Executive / Service Manager Hours: 36.5 hours per week Monday to Friday Salary: £26,562 annual salary Job Purpose: To manage, develop and deliver a range of projects within the...
-
Team Leader, Payroll Services
1 week ago
Birmingham, United Kingdom Conduent Business Process Solutions Limited Full time**As Payroll Team Leader you are responsible for the daily running and management of a Team of 20. Conduent deliver a Payroll service to a multinational professional services organisation with a monthly UK payroll of circa 25,000 employees.** **Continuously striving towards excellence, you are responsible for setting and monitoring objectives and targets...
-
Customs Team Leader
4 weeks ago
Birmingham, United Kingdom Mondelēz International Full time**Job Description**: **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Possible.** We are currently seeking a Customs Leader specialized to Customs Compliance procedures and management with Import/Export experience as well as international shipping knowledge. This key role will be...
-
Customs Team Leader
10 hours ago
Birmingham, United Kingdom Mondelēz International Full time**Job Description**: **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Possible.** We are currently seeking a Customs Leader specialized to Customs Compliance procedures and management with Import/Export experience as well as international shipping knowledge. This key role will be...
