6 months ago
Sales & Customer Service Team Leader
Closing Date: Monday 31 December 2018
Towergate Insurance provides over 200 specialist policies from nearly 100 offices across the UK. From businesses, properties, passions, and most things in between, our advisors work together with the UK’s leading insurers to provide expert advice and speak the language of our customers to provide competitive protection that best suits their needs. At the heart of all our work is knowing our stuff, being an open book, creating great partnerships and sharing the passions of our customers.
If you are a fantastic communicator with a passion for leadership, coaching and development, we would like you to join our team in Cheltenham.
We are looking for a Team Leader to manage our Car sales & service team and drive our performance, develop our talent and help us to achieve our goals.
The key duties of the role include, but are not limited to:
* Coaching and providing feedback to optimise advisor performance
* Ensuring efficiencies of the team are managed to ensure all staff are productive
* Motivating the team to ensure that financial targets and business objectives are met
* Encouraging personal development of members of the team to ensure succession planning
* Managing and prioritising key processes that to ensure the business remain within its SLA’s and to make sure we follow the correct audit process
If you are motivated by these duties and have the skills described below, we would love to hear from you
* Communication skills
The Team Leader should possess the ability to communicate respectfully and professionally with all members of the team and management team. The Team leader should also be able to lead by example by positively communicating at all times and adapt their approach to suit the needs of the individuals in their team.
* Coaching skills
The Team Leader will possess the ability to provide feedback on calls completed by the team and set objectives with the team to improve the customer experience. The Team leader should be able to promote a culture of self-reflection and continuous improvement of call quality.
* Analytical skills
The Team Leader will possess the ability to review reports provided to them and following their analysis, proactively be able to make changes, or feedback to members of the team accordingly. The Team leader should proactively be able to use reports to identify areas for improvement and take ownership of performance.
* Performance management
The Team Leader should demonstrate competency in effectively managing the performance of individuals and wider team. The Team Leader should be capable of managing under performance through different methods of people management, including performance improvement plans. The Team Leader should also be able to effectively motivate and encourage high performers to be consistent.
* Time management
The Team Leader should be capable of managing a high workload in a busy environment, effectively organising multiple tasks and prioritising tasks in line with the needs of the business. The Team Leader should also be able to delegate where required to ensure the delivery of tasks and be able to manage the time of their delegates.
The Team Leader should be able to create a culture of recognition and reward within their team, promote the celebration of success and ensure positive values are demonstrated within their team. This extends to leading by example, inspiring members of the team and ensuring there is a strong focus on the engagement of members of the team.
The Team Leader should have a strong focus on fulfilling the ambitions of members of the team, providing support where necessary to fully develop the potential of members in the team and plan for succession. This should be achieved through regular one to one meetings and tailoring development plans to suit the individuals career plans.
* Previous experience of managing a team of 6 or more individuals
* Experience of working with Excel
* GCSE grades of C or above in English & Maths
* Previous experience of working towards and achieving sales targets
Previous experience of hosting meetings or giving presentations
Putting the customer at the heart of everything we do.