Insurance Team Manager
Location: Peterborough or Halifax, hybrid
Contract type: Permanent
About the role
We’re looking for a Insurance Team Manager to join our team, and play a key role in leading and developing a high-performing and engaged team to deliver best in class service to our customers.
Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.
Key responsibilities
- Manage team members’ performance. Set short and long term KPIs, identify rising stars and provide coaching and support to your team, including those who need extra help.
- Hold regular huddles, monthly one to ones and regular check‑ins with the team. Cascade key business, departmental and team messages in a timely manner and practise two‑way communication.
- Lead all recruitment for your team, working closely with the People Team to ensure a seamless experience for all candidates.
- Collaborate with the Training Team to ensure all new starters receive a great welcome into the business and have the right skills to do the job.
- Work with your team to ensure they are engaged and motivated, listening to feedback and using available tools and resources to ensure engagement is always a focus.
- Analyse and understand the outputs from the Group Engagement Survey for your team. Work closely with the People Team to develop local action plans to continually improve results.
- Proactively tackle informal performance and behavioural issues within your team. Work closely with the People Team to manage any subsequent formal performance and disciplinary issues that arise.
- Manage sickness absence within your team; understand the reasons behind absences and support your team members to improve their attendance at work.
- Reward and recognise your team using a variety of methods available eg. Activate Applause, team engagement budget.
- Review exit survey data and put in place actions to resolve any issues affecting retention.
- Take responsibility for your own personal and skills development. Attend appropriate training courses and webinars. Proactively look for ways to develop your skills.
- Work closely with other members of the Operations leadership team, sharing best practice and supporting each other.
- Build strong and trusted relationships with your customers. Handle escalations well and develop and deliver solutions which meet or exceed customer expectations.
- Contribute to cross‑departmental projects and other key workstreams based on business needs.
Skills and experience
Develop great teams: create high performing and engaged teams. Know your team members and understand what motivates them.
Solve problems: Make sense of complex information to find beneficial solutions for your team. Make great decisions using quality data.
Take ownership: Deliver on commitments. Be courageous – step up and do what needs to be done.
Focus on the customer: Know your customer. Build strong relationships and put them at the heart of your decision making.
Lead change: Lead by example even when things are uncertain. Stay positive for your team.
- Experience of leading and developing high performing teams (preferably in a Contact Centre setting)
- Ability to provide constructive feedback and proactive coaching
- Confident working in a fast paced ever changing environment
- Able to interrogate data and solve problems effectively
- Excellent verbal and written communication skills
- Strong advocate of the Group values
Benefits
We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:
- 33 days holiday, including bank holidays
- Personal health cash plan– claim back the cost of everyday healthcare such as dental and optical check‑ups
- Enhanced maternity, paternity, adoption and shared parental pay
- Life assuranceat three times your basic salary
- Free breakfasts and fresh fruit
- Abirthday surprisefor everyone
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