Administration Team Leader

7 months ago

South Cerney, United Kingdom Usay Compare Full time

**Do you have experience leading a customer service and administrative support function in a busy office environment?**

**Do you want to work with an excellent team with a friendly, fun and supportive working culture?**

**Are you looking to work for a company who will provide full training and continuous coaching and development to maximise you potential?**

Usay Compare is a fast paced, exciting place to work. Both a marketplace for Private Medical Insurance and a stellar employer for progression;** **we have achieved 4.4 stars as an employer on Glassdoor.

We are a team that thrive on challenges, and always have honesty at the heart of our values; thus, providing a great place to work and progress.

With customer satisfaction at the heart of our business goals, our team needs an extra pair of hands to continue its journey to best practice; so, we are on the hunt for a passionate and driven individual that gets excited by a challenge and wants to achieve the best outcomes for the business and our clients.

**We are looking for an enthusiastic and hands on team leader to help guide our Customer & Sales Support Administrators to deliver an exceptional customer service and administration experience to all clients and ensure the smooth running of the admin support functions.**

**What we can offer you**:

- Maternity contract - 12 months+
- A competitive basic salary depending on experience
- Monday to Friday 9am - 5:30pm working hours
- Office location - GL7 5XZ
- 28 days holiday. We do open on Bank Holiday’s as a business, however, if you do work a Bank Holiday you can take the leave at another time to suit you. We also offer an incremental holiday scheme
- Friendly, fun and supportive working culture.
- Full in-house training programme with continued training and development
- Excellent facilities, including spacious break out areas and a well-presented office

**This role includes, but is not limited to**:

- To supervise and maintain your team’s services by organising customer and sales support operations and procedures; controlling correspondence; assigning and monitoring clerical functions and controlling standards.
- To assist in the design and implementation of customer and sales support policies by establishing standards and procedures; measuring results against standards; making necessary adjustments.
- To supervise the printing, collating, and posting of policy documentation packs and the process of liaising with the insurance companies to chase any outstanding documentation required.
- Respond promptly to customer service queries, liaising with the appropriate insurer or department to resolve all queries within an acceptable timeframe.
- To handle escalated customer service queries where necessary, liaising with the appropriate insurer, line manager or compliance manager to reach a mutual resolution.
- To supervise a small customer service function, ensuring team communicate, liaise and negotiate both internally and externally in order to optimise quality of service and customer satisfaction.
- To supervise and assist in nurturing, managing and overseeing a team of competent, professional customer and sales support colleagues.
- To maintain customer and sales support standards by adoption of effective coaching, counselling, and management practices; appropriate planning, monitoring and appraisal of actual job performance through regular individual 121 meetings
- To assist in providing training, encouragement, supervision, and support to new colleagues to ensure that they make satisfactory and timely progress through to attaining competence and thereafter maintaining such competence.
- To supervise, monitor and oversee the customer and sales support department, ensuring that individual and collective conduct is in always keeping with expectations.
- To hold and document regular team meetings.
- Ensure that all team E-learning us up to date and recorded each month.
- To lead HR meetings and conduct these in line with company policy when required.

**We are looking for someone who**:

- Exceptional written and verbal communication skills
- Experience in leadership
- Experience in coaching, developing and motivating teams
- Experience in employee engagement initiatives
- Excellent Analytical and problem-solving skills
- Outstanding time management and organisational skills
- Computer skills including Word, Excel, and Outlook at a highly proficient level
- Flexibility, enthusiasm, and self-motivation
- The ability to work responsibly and proactively on a range of projects and tasks
- A focus on results, along with a flexible, resourceful, “can do” attitude
- The ability to remain composed when working under pressure
- The ability and resourcefulness to prioritise a busy workload to meet deadlines
- Problem solving skills - identifying the root of an issue rather than addressing the symptoms
- The ability to seek out continuous improvement and engage in these projects/initiatives

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