Team Leader

2 days ago

Portsmouth, United Kingdom GerrardWhite Full time

**Team Leader - Service - Pet Insurance**

**Portsmouth**

**Salary £23,000 to £27,000 dependant on experience**

**37.5 hours per week on a shift pattern**

**Full Time and Permanent**

**Pet - Team Leader**

To manage and develop the department and meet Customer service and Claims SLA's that achieve business plan objectives and financial targets. Ensure that an organised, efficient and effective service is provided to meet the expectations and technical standardsof internal and external stakeholders.

**Responsibilities**:

- Manage, lead, develop and motivate a team of Customer Contact Agents.
- Achieve challenging team targets and goals.
- Assess and make suggestions for improvement on existing departmental processes.
- Manage the delivery of SLA's and FCA requirements ensuring operational targets and customer standards are met through effective management of the team.
- Understand the commercial and financial impact of individual and team performance.
- Understand team and individual productivity, setting targets to deliver KPI through Performance Management.
- Manage and embed departmental protocols and guidelines to ensure client service standards are adhered to.
- Establish and maintain a competent level of technical, product and system knowledge to support the team.
- Drive employee motivation by demonstrating role model behaviour.
- Measure, analyse and report on team and individual productivity, current working practices and KPI's.
- Be proactive in identifying operational issues and proposing solutions/changes that will positively address these.
- Implement structured coaching, and training and development activities for staff and reviewing the effectiveness of these.
- Develop a performance orientated culture, enabling all staff to contribute effectively and be continually motivated to achieve high levels of productivity and outputs.
- Demonstrate good customer skills in all dealings whilst continually promoting MSG values and culture.
- Commit to own personal development.
- Provide support, mentoring and guidance to others as required.
- Manage and embed HR processes.
- To undertake other reasonable responsibilities and projects as instructed by their line manager.
- To adhere to Company processes with regards to the Financial Conduct Authority's Handbook.
- To ensure that Data Protection, Treating Customers Fairly and other regulatory requirements are met and Company processes followed.

**Qualifications**:
**Essential**
- Experience of Insurance and managing a team
- The ability to demonstrate strong leadership skills within a challenging results-orientated environment
- Experience of achieving targets and goals
- Experience of working in a customer orientated environment
- Ability to develop and motivate others in a changing environment
- Excellent communication skills
- Works on own initiative
- Strong analytical and decision making abilities

**Desirable**
- A strong knowledge of the Pet industry and products

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