Job Title: / Team Manager / Line Manager / Call Centre Manager
Business Unit: / IDL / Location / Bournemouth / Direct Reports: / 10
JOB PURPOSE (please complete)
To manage and motivate up to 10 sales advisors and deliver set objectives. Remaining compliant and within regulatory guidelines.
KEY ACCOUNTABILITIES/DELIVERABLES(please complete)
- To coach and motivate team members to their maximum potential providing feedback, performance review, monitoring absence and creating a team environment conducive to optimise performance.
- Identify and plan training and development for individual team members, ensuring that the necessary resources are available to meet the daily, weekly and monthly targets, through management of attendance, sickness and holidays and by allocating and monitoring the workflows.
- Manage on a day-to-day basis a number of human resource issues that require an up to date and effective command of employee-related policy and practice.
- Ensure the Department’s service level agreements (SLA’s) are met through proactive coverage of shift planning.
- Identify and recommend controls to prevent customer complaints.
- Development through monthly reviews and the setting of SMART objectives for the team and individuals.
- Monitoring of team performance to meet agreed KPI’s and behaviours.
- Building a flexible, committed team of multi-skilled advisors.
- Work within the AJG guidelines and HR advice.
- Encourage new ideas from advisors to improve roles, and engagement.
- Effective time management
- Create, implement and maintain a motivational culture within the team.
- Resolve customer issues, identify and liaise with support functions to ensure all elements of department SLA’s are met where appropriate.
- Reinforce and represent the culture and core values of AJG through appropriate behaviours and actions
- Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business.
- Take all reasonable steps to ensure the part of the business for which you are accountable for demonstrably complies with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business. If shortcomings are identified take responsibility for remedial action planning, and action in conjunction with the relevant experts within the firm.
- Additional Accountability for FCA Approved Persons (CF30s and SIFS)
- Carry out your role in accordance with the FCA’s Statements of Principle and Code of Practice for Approved Persons and remain mindful at all times of the FCA’s Principles for Business
PERSON SPECIFICATION(please complete)
Qualifications
- Educated to a GCSE standard (A-C Grades in Maths and English)
- CII qualification
Technical knowledge and understanding(please complete)
- Knowledge of the insurance industry
- Understanding of Compliance and working within a regulated environment
- Basic resource, forecasting and dialler understanding
Experience(please complete)
- Call Centre experience
- Experience of delivering coaching for increased sales to a team of 10 agents
- Proven track record in sales & service
- Ability to build strong and credible relationships with key stakeholders and team members
- Extensive product and compliance knowledge and understanding
- High level of Verbal & Written Communication skills.
- Excellent Interpersonal & Presentation skills
- High degree of Organisational and Planning capability following own initiative and as part of a team.
- Highly collaborative approach to developing people.
- Willing to challenge accepted norms
- Leadership and Management Skills
- People Management
- Good time management, planning and organisational skills
- Good communication skills
- Drive to achieve and succeed targets
- Logical thinker
- A proven track record in effective coaching and development of people
- Professional representative of AJG
Behavioural Competencies(please complete)
AJG Competencies / please tick all relevant competencies
Client Excellence
- Understands the client
- Conflict management
Innovation & Resourcefulness
- Innovation
- Drive for results
Teamwork & Interpersonal Skills
- Managing teams
- Communication
Expertise
- Business Acumen
- Functional Excellence
Integrity
- Integrity and trust
Leadership
- Vision and strategy
- Change management
- Develops talent
Other(please complete)
Willingness to travel to other AJG sites or where appropriate for the role
HR Use Only
Job Code
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