Find More Than 10K+
United Kingdom Jobs

Job description

Client Services Team Leader - Darwen - ARDGX844751

The role of the Client Services Team Leader is to manage and support a Client Services Team in providing exceptional servicing to a portfolio of clients.

You will be the first point of contact for the team and will be expected to have the skills and knowledge to understand and resolve any issues that should arise.

Our Client Services Team Leader needs to be able to distinguish and work within the boundaries of non-advised queries and to work within our Compliance Guidelines, Data Protection, FCA Guidelines and Treating Customers Fairly.

Duties and responsibilities:

The job holder will provide a service, confining advice and information to those areas in which the job holder is deemed competent, otherwise seeking advice as appropriate.

The role will include but not limited to:

• To understand and ensure the client services team are following the Target Operating Model (TOM).
• To ensure that the client services team are adhering to all processes and Service standards assigned to them.
• To maintain and develop our in-house computer system (Organise IT) and ensure the completeness and accuracy of the data within it.
• To perform spot checks each month in line with agreed checklists and Service standards.
• To deal with HR issues that arise within your team with the support of your line manager.
• To be responsible for monthly 121s, midyear and annual performance reviews with your team.
• To be responsible for signing off annual leave ensuring there is adequate cover for the existing team.
• To be responsible for managing absence as appropriate.
• Ensuring proactive recruitment – interviewing, note taking, processing applicants via Towergate Portal, confirming offers and onboarding new staff members.
• Effective management of leavers process within team.
• Monitor and maximise the performance of your team to ensure excellent service provision and retention of clients.
• Drive the engagement of the team through proactive two-way communication, teamwork and collaboration.
• To motivate and encourage the culture of putting the client at the forefront of everything we do
• To work as part of Client Services Management Team to support the department goals & also other departments as and when relevant.
• To ensure that there is a level of understanding the industry and products relevant to role.
• Maintain own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
• Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
• Be prepared to work outside contracted hours if workloads and business requirements necessitate.
• Undertake any additional work as and when required.
• Attend internal and external meetings with Insurers and product training as required.
• Periodically attend client meetings with Sales Consultant.
• Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
• Receiving complaints and escalating as appropriate.
• Manage workloads including delegation of work to team.
• Co-ordinate the team on any non-portfolio work streams such as mailbox rota.
• Provide technical support & guidance for team members.
• Provide training for new starters and existing team members where required.
• Be an escalation point for the team and be on hand to support with client queries at all times.

General Responsibilities

• To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions.
• To ensure compliance with local procedures, customer service standards and financial and Industry compliance regulations and legislations.
• To undertake training in line with agreed objectives. Keep up to date with product and technical developments as required in this role.
• Proactively drive own development by seeking to improve and demonstrate technical and industry knowledge, including study for industry accredited examinations and attendance on identified Towergate sponsored courses as well as on going desk-based training.
• To pro-actively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be an advocate for change
• To undertake ad hoc work as may reasonably be required by the company.

The foregoing is not an exhaustive job description, it does, however, highlight what will be your principal responsibilities.

You will be welcomed and supported by our Ardonagh family and be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

• Holiday entitlement of 26 days plus bank holidays
• Opportunity to progress your career across the entire Ardonagh family
• Gain CII or ACII qualifications to boost your knowledge and career prospects
• Pensions scheme for when you feel it’s time to retire
• 24-hour support for physical and mental wellbeing
• 1 days paid volunteering day to give back to our communities
• The Spotlight Awards, where we shine a light on the brightest talent across our group

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for? Apply today and one of our team will be in touch.

If your application is successful, we will conduct relevant employment checks prior to you beginning employment with us. These will include verifying your recent employment, address, and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No agencies please

Why not check us out on LinkedIn to find out what life’s really like at Ardonagh.

The Company

Towergate Health & Protection is an award-winning independent intermediary specialising in health and wellbeing. Our extensive team of expert advisers looks after the health and wellbeing needs of more than 15,000 businesses and around 50,000 individual customers across the world.

We have an ambition to be the UK healthcare intermediary of choice, and that ambition can only be realised if we constantly challenge ourselves to make things better for our clients. We’re always happy to hear from people who are looking for opportunities to work with us and help our business grow. #TGHP

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Financial planning services
• Life insurance
• Referral programme
• Store discount
• Wellness programme
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Yearly bonus

Ability to commute/relocate:

• Darwen, BB3 0FG: reliably commute or plan to relocate before starting work (required)

Application question(s):

• What is your salary expectation for this role?
• To allow adding to our internal applicant tracking system for CV review, please confirm your email address.
• Will you now or in the future require sponsorship for employment visa status?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Darwen, BB3 0FG

Reference ID: ARDGX844751