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• Set clear team goals, objectives, and performance targets.
• Be a role model for the team within operations, demonstrating the business values at all times.
• Conduct regular performance reviews, providing feedback and coaching.
• Foster a positive, collaborative, and productive work environment.
• Stay updated on new insurance products, trends, and regulatory changes, and ensure the team is well-informed.
• Monitor and achieve targets to maintain productivity, quality, and standards – team / individual.
• Ensure daily performance is maximized, and manage downtime
• Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours
• Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.

• Ability to inspire, motivate, and develop team members to reach their full potential.
• Strong leadership and team-building skills, with experience managing and developing teams
• Excellent verbal and written communication skills to articulate instructions, expectations, and feedback clearly.
• Active listening skills to understand team concerns and customer needs.
• Quick thinking in high-pressure situations to resolve issues before they escalate.
• Proven ability to lead, coach and motivate a team
• Proven track record on delivering service initiatives and KPI’s
• Encouraging an environment of collaboration where team members feel comfortable sharing ideas and supporting one another.
• Encouraging a culture of ongoing development and learning to ensure the team is evolving and improving.
• Good understanding of the Intermediary marketplace, competitors, as well as Intermediary business models, technology, and processes.

• Competitive salary and benefits package
• Flexible working and holiday options
• Pension, enhanced parental leave, and life insurance
• Discounts on technology, travel, and leisure
• Learning and development opportunities
• Volunteering and charity support days