New Business Team Leader

Do you have Call Centre Sales/New Business Team Leader experience?
Come and work with our dedicated Markel Direct insurance sales team here in Manchester !
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.

The opportunity:

We have an exciting opportunity for a New Business Team Leader in our Direct insurance sales team directly reporting into the Call Centre Manager. As an enthusiastic Team Leader, you will be responsible for leading and motivating the team alongside the Sales Manager. You will coach the consultants ensuring adequate technical knowledge and training is provided to handle customer queries effectively and deliver an outstanding experience to customers. You will need to be highly organised, a great team mate and driven to provide and develop exceptional customer service.

This is a unique role within our New Business team and will work closely with the Retentions Team Leader, working collaboratively in view of achieving the same goal, helping identify trends and training needs whilst promoting the Markel style.

The successful individual will actively seek to help improve the team’s performance, by managing workflow, monitoring and listening to agents, and providing constructive feedback to help improve individual performance.

What you’ll be doing:

• Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery of targets

• Coordinate and monitor your team’s workload by setting expectations at the start of each day and managing team and individual sales targets

• Effective risk management and ensure effective cover of management

• Lead, motivate, coach and develop the team to deliver industry-leading customer service

• Ensure excellent customer service across your team with effective call monitoring and coaching

• Manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation

• Effectively recruit and onboard new team members alongside the Sales Manager

• Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Sales Manager

• Ensure the team accurately input and process data on the company’s system

• Escalate relevant technical issues using data to confirm the scale of the issue

• Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards

• In line with agreed standards, oversee achievement of individual and team quality targets

• Manage and resource plan to achieve SLAs and agreed team targets

• Provide constructive feedback to team members, identify training needs, and oversee training and development plans

• Display excellent communication skills both verbal and written

• Demonstrate flexibility to adapt to changing practices and work priorities

Our must haves:

• Experience within insurance or an FCA regulated sales environment

• Technical knowledge of the company business insurance product range, including understanding of the coverage provisions, exclusions, and conditions of the policy wordings would be beneficial

• An understanding of the legal principles of insurance and insurance contracts including the company's obligations to insurers is beneficial

• Strong organisational skills, time management

• Performance management, significant focus on delivery of a first-class customer experience 

• Ability to work closely and flexibly with other team members

• Customer-focused approach and attention to detail. Confident communicator

• Demonstrate a high level of professionalism, integrity and commitment

• Ability to work in a fast-paced environment

• CII qualification or working to obtain the qualification desirable

Who we are:

Markel Corporation (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you:

• A great starting salary plus generous monthly bonus & strong benefits package…

• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave

• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer

• There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!

Are you ready to play your part?

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [email protected] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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