Broker Service Manager

Job Description – Broker Service Manager

Role Title

Broker Service Manager

Reporting to: Service Delivery Manager

Purpose of Role

The Broker Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies. The role ensures the delivery of high-quality service to brokers, and internal teams, while driving operational excellence, compliance, and continuous improvement.

Key Responsibilities

Broker Contact & Service Excellence

• Lead telephony and live-chat teams to deliver first-class broker service.
• Monitor SLAs, quality scores, response times, and broker satisfaction.
• Act as escalation point for complex broker and broker queries.

Back-Office Insurance Administration

• Oversee policy processing including adjustments, endorsements, cancellations, and documentation.
• Ensure all administrative tasks meet regulatory and quality standards.
• Support error resolution and manage operational queries from internal teams.

People Leadership & Performance Management

• Lead, coach, and develop Broker Service Technicians and Administrators.
• Manage recruitment, onboarding, training, and continuous development programmes.
• Conduct regular 1:1s, call monitoring, coaching, and performance reviews.

Operational Oversight & Continuous Improvement

• Review and optimise processes to improve efficiency and service delivery.
• Identify workflow improvements and support automation initiatives.
• Work closely with other teams to ensure seamless handoffs and operational alignment.

Stakeholder Engagement

• Engage with all relevant stakeholders across the business.
• Provide regular reporting on service performance, risks, and broker insight.
• Represent Broker Services in operational meetings and cross-functional discussions.

Governance, Quality & Risk Management

• Ensure compliance with internal policies and FCA/regulatory requirements.
• Conduct quality assurance checks across telephony and administrative functions.
• Manage complaint escalations in partnership with Complaints & Indemnities teams.

Personal Qualities

• Professional, approachable, and empathetic leadership style.
• Broker-first mindset with a passion for service excellence.
• Calm under pressure with strong decision-making skills.
• Motivational, collaborative, and capable of driving team engagement.
• Proactive, solutions-driven, and committed to continuous improvement.

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