Head of Prospecting

2 weeks ago

Leeds, United Kingdom Age Partnership Full time

**Job role**:
Head of Prospecting

**Reports to**:
Managing Director

**Location**:
Office in Leeds, LS15 8ZB

**Package**:
£45,000 £50,000 dependent on experience, plus a great set of benefits:

- Hybrid working
- 25 days holiday plus bank holidays
- Birthday day off
- Holiday purchase scheme
- Flexible working hours
- Cash healthcare plan
- Cycle to work scheme
- Car share scheme
- Enhanced maternity and paternity pay
- Gym discounts
- Access to training
- Paid volunteering day
- Fun, friendly office atmosphere

**Hours of work**:
37.5 hours per week. Hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role.

**About the Role**:
**Overview**:
Working with the Managing Director and other key stakeholders to help develop business strategy, with a specific focus on identifying opportunities to improve customer outcomes.

Working alongside marketing, the role holder will own the design of scripts and conversations held with customers in the pre⁠-⁠advice environment. The role holder will have direct management responsibility for the prospecting function, Customer Solutions, leading management and teams of agents who act as Age Partnerships first point of contact for customers. This includes the fulfilment of prospecting on behalf of leading B2B partners in Press and lead generation, who directly refer leads to Age Partnership.

The role holder will also have ownership of the design of the customer journey from prospecting through to advice delivery and responsibility for scheduling and capacity planning to ensure the business is resourced appropriately.

**Key Outputs**:

- Performance of the Customer Solutions department across key performance indicators (Enquiry to Advice Transfer, Fact Find Completion, Agent Quality, Agent output)
- Identify and then isolate areas for improvement within the business that drive positive results whilst managing change in a regulated environment.
- Ensure relevant MI is accessible to measure performance effectively following changes made for improvement.
- Lead/participate in projects providing a focus on improving conversion and efficiencies, whilst ensuring the customer benefits from any changes.
- Proactively provide analysis on key focus areas, and offer suggestions on how to take findings forward.
- Build and maintain relationships with key stakeholders across the business.
- Customer journey design, improvement, and implementation.
- Resource management.
- Maintain close relationships with all business functions to enable better ways of working.

**About us**:
**Not your typical financial services firm**:
Established in 2004, we have held true to our pledge to improve the markets in which we operate for the benefit of our customers.

We do this by delivering world-class customer experiences, continually innovating, and embracing digital technology to make dealing with the company both efficient and engaging.

We accept nothing less than being the best at what we do and this objective is reinforced by an environment in which colleagues are encouraged to engage, learn and flourish.

In⁠-⁠house training and development facilities plus the empowerment of colleagues are just a couple of components that have helped this culture to thrive.

We strive to become a household name that is synonymous with excellence and putting our customers first.

We work collaboratively with all our partners and suppliers to enable our customers to benefit from our relationships and were not afraid to challenge where needed.

**It sounds simple but it takes dedication and hard work to achieve. We are proud of each member of our team and our culture of success.**

**Our Values**:
**Customer first**:

- Customers come from all walks of life, and great service comes from seeing the world from their point of view.

**Win together**:

- Were all on the same side, working hard to be the best in our business and deliver for our customers.

**Do the right thing**:

- Success is built on pursuing whats right for our customers and the business.

**Raise the bar**:

- A market leader has to continually surprise its customers and drive the business forward.

**The person**:
**Overview**:

- Extensive experience as a leader, with a proven track record of inspiring a department to deliver results with a customer⁠-⁠centric approach.
- Excellent communication and collaboration skills, with the ability to work effectively with cross⁠-⁠functional teams and stakeholders.
- Strong organisational and time management skills, with the ability to prioritise and manage multiple projects simultaneously.
- Possesses strong analytical skills, with the ability to interpret data and spot trends whilst keeping updated on industry trends and standards.
- Ability to work in a fast⁠-⁠paced environment, adapt to changing priorities, and meet tight deadlines.

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