Insurance Services Coach

Support the Insurance Services training team in delivering an efficient and effective training policy to ensure the continual contribution to the firm’s quality of all services offered;
Undertake call and file audits and provide balanced and constructive feedback to all agents along with any remedial actions and recommendations;
Positively contribute to the continual improvement cycle within the Insurance Services division;
Key Responsibilities
- Support all Insurance Services training and audit teams with coaching and mentoring support for all agents, to include 1-2-1 and group sessions;
- Keep up to date with developments with company systems, practices and procedures.
- Report and escalate any identified risks, training or performance issues;
- Actively promote and represent the Quality Assurance Department throughout the whole business and to external bodies;
- Provide any required feedback, guidance, coaching and/or recommendations in a 1-2-1 and/or group environment in a balanced and constructive manner;
- Achieve any agreed Key Performance Indicators (KPI’s) and contribute positively to the team performance;
- Contribute, where necessary, to any “Audit the Auditor”, “Follow Up”, calibration or ad-hoc audit programmes to ensure there is always a consistent approach and scoring to business-wide auditing;
Experience and Knowledge
- An ability to work using own initiative within agreed boundaries, as well as in a team, to achieve maximum results;
- Relevant experience of working in a call centre or customer facing environment;
- Ability to interpret information, identify risk and provide feedback in a clear and concise manner;
- Excellent interpersonal and communication skills (both written and oral);
- Ability to work under pressure and flexibly to meet business and department deadlines;
- Ability to be agile and adaptive, to be flexible, open to and embracing change;
- Meticulous attention to detail;
- Have a clear understanding of what good customer service is;

About us

We are one of the leading providers of insurance and legal services.

Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.

Our team’s insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

**Benefits**:

- Minimum 25 days’ holiday plus bank holidays
- Holiday buy and sell scheme
- Hybrid working model
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support
- Training and development opportunities
- Funded social events to connect with your colleagues
- Dress for your day policy