Contact Center Sales Team Manager

Job content

What we can offer

• Flexible recruitment process to suit your need
• Excellent salary
• Lifestyle programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes.
• Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year
• Length of Service and monthly recognition awards
• Opportunities for career development and progression
• Access to professionally recognised qualifications with the Chartered Institute of Insurance.
• Enhanced Benefits - Maternity, Annual Holiday allowance

Location:Silbury Court West, Milton Keynes

(5-min walk from MK Center, 10-min walk from Milton Keynes train station)

Why Policy Expert?

Policy Expert launched in 2011 with a vision to change the insurance market and put people first. We’ve quickly grown from strength to strength to become one of the top 10-home insurers in the UK. We celebrate being the most successful entrant into the home insurance market for the past 20-years.

What is the secret behind our award winning customer service?

It’s quite simply our people.

They are talented, passionate and motivated to always provide our customer with a best in class experience each and every time.

We empower our colleagues to be human and build relationships to ensure our customers have an individual conversation.

Today, we insure over 1 million home and car insurance customers across the UK.

The Role and what you will be doing

Policy Expert is a fast-paced environment that demands a flexible, enthusiastic approach to work. You will be responsible for leading and inspiring a team of Renewal advisors to reach set targets. You will be required to have an excellent knowledge of products, systems and processes to help maximise opportunities whilst delivering best in class customer experience to our customers. In addition, you’ll be supporting the department deliver its call handling levels, maintain the required regulatory standards and create a motivational work environment where colleagues are encouraged to reach their full potential.

Key Responsibilities: -

• Achieve targets by successfully managing your team.
• Conduct regular informative and engaging communication methods with team members.
• Continually monitoring, analysing and forecasting qualitative and quantitative data in order to measure and gain meaningful insight on current and future performance.
• Produce MI reports, leading insightful conversations with data
• Working with your team members to set objectives, coach and mentor the individuals on your team, conducting engaging and informative one-to-ones.
• Responsible for effective attendance management in line with Policy Expert guidelines
• Collaborate with the talent team to support with recruitment, objectives setting, coaching mentoring and performance monitoring of team.
• Manage call handling rates to ensure service levels are maintained.
• Uses exceptional organisational and planning skills to manage own and team’s priorities.
• Always striving to improve customer experience levels delivered by individuals and team by pro-actively building comprehensive improvement plans based on insight gained from internal and external data monitoring and research.
• Recognises, rewards, and celebrates exceptional customer experience delivery within the team, tailoring the recognition given in ways that suits everyone.
• Ensures best in class standards of compliance and service.
• Support People Experience as required with managing employee relations case.
• Any Ad Hoc Duties

So then who are you?

We are looking for a high-performing Manager to help us meet our customer expectations. An integral part of this role will be to develop individuals in a way that enables them to achieve their own development plans and improve performance across several metrics.

The core attributes we would value in this role are:

• Have solid demonstrable experience of having managed a team in a call centre environment.
• Are self-motivated with a natural desire to achieve.
• Are positive with an engaging approach to get the best out of your team.
• Have a professional attitude.
• Have excellent communication skills, enabling your team to effectively absorb your messages.
• Are comfortable at tackling difficult situations and use your performance management skills to resolve issues.
• Can use, analyse and interpret data to develop and improve team performance.
• Have an ability to work under pressure and to meet targets.
• Hold good organisational skills both for self and managing a team.

If you are looking for a new opportunity, apply online now for a confidential chat with one of our Talent Acquisition team.

Job Types: Full-time, Permanent

Salary: Up to £40,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Referral programme
• Store discount
• Wellness programme

Schedule:

• Monday to Friday
• Weekend availability

Work Location: One location