Open role
Insurance Team Manager
- Aggregated by CV-Library
- Sheffield, South Yorkshire
- Permanent
- Full Time
Job Description
Salary: Competitive and aligned with experience + annual bonus + comprehensive benefits + travel expenses Included
Location: Sheffield or Ringwood
Working Pattern: Hybrid, 1-2 days office-based, dependent upon location
Travel: Travel between the Ringwood and Sheffield offices will be required as part of this role. Travel expenses included.
Working Hours: Monday-Friday, 9:00am-5:30pm
Team Profile
You'll lead a team of Personal Lines professionals responsible for delivering excellent service and positive customer outcomes across a diverse portfolio of personal insurance products.
The team works closely with insurer partners, Account Executives, customers and colleagues across the wider business to deliver high-quality advice, exceptional service and operational effectiveness.
Operating in a fast-paced and evolving environment, the team balances customer needs, business objectives and regulatory requirements while supporting retention, growth and long-term customer relationships.
Success is built on collaboration, professionalism, technical expertise and a commitment to delivering outstanding outcomes for customers and the business.
What You'll Be Accountable For
Delivering Results
* Lead and support the day-to-day performance of the Personal Lines team.
* Ensure high levels of service, quality and operational effectiveness across all customer interactions.
* Maintain strong oversight of quality, compliance and regulatory requirements.
* Support the resolution of complex customer issues and escalations.
* Build and maintain strong relationships with insurer partners and key stakeholders.
Driving Continuous Improvement
* Identify opportunities to improve service delivery, efficiency and customer experience.
* Support the implementation of new systems, processes and ways of working.
* Use performance data, customer feedback and team insight to identify improvement opportunities.
Supporting the Wider Business
* Develop strong relationships with colleagues across Sales, Operations, Compliance, Claims and insurer partners.
* Share expertise, insight and best practice across the wider business.
* Represent the Personal Lines team professionally across internal and external stakeholder groups.
Leading People
* Create an inclusive, collaborative and high-performing team culture.
* Recruit, develop, coach and support team members.
* Set clear expectations and provide regular feedback and development support.
* Manage performance, capability and engagement across the team.
* Support succession planning and career development conversations.
* Lead by example, demonstrating the Group's values and expected behaviours.
* Recognise and celebrate success while proactively addressing development needs.
About You
You'll Succeed in This Role If You:
* Have significant experience within Personal Lines insurance.
* Have experience leading, coaching or supporting individuals and teams.
* Possess strong knowledge of Personal Lines insurance products and customer journeys.
* Can build strong relationships with customers, insurers and colleagues.
* Demonstrate sound judgement and effective decision-making skills.
* Have experience managing service delivery, workload priorities and operational performance.
* Understand FCA requirements and Consumer Duty obligations.
* Can balance customer outcomes, colleague experience and business objectives.
* Thrive in a fast-paced and customer-focused environment.
Salary & Package
Salary and overall package will be aligned to the scope of the role, individual experience, and the level of impact delivered. This will be discussed as part of the hiring process
Location: Sheffield or Ringwood
Working Pattern: Hybrid, 1-2 days office-based, dependent upon location
Travel: Travel between the Ringwood and Sheffield offices will be required as part of this role. Travel expenses included.
Working Hours: Monday-Friday, 9:00am-5:30pm
Team Profile
You'll lead a team of Personal Lines professionals responsible for delivering excellent service and positive customer outcomes across a diverse portfolio of personal insurance products.
The team works closely with insurer partners, Account Executives, customers and colleagues across the wider business to deliver high-quality advice, exceptional service and operational effectiveness.
Operating in a fast-paced and evolving environment, the team balances customer needs, business objectives and regulatory requirements while supporting retention, growth and long-term customer relationships.
Success is built on collaboration, professionalism, technical expertise and a commitment to delivering outstanding outcomes for customers and the business.
What You'll Be Accountable For
Delivering Results
* Lead and support the day-to-day performance of the Personal Lines team.
* Ensure high levels of service, quality and operational effectiveness across all customer interactions.
* Maintain strong oversight of quality, compliance and regulatory requirements.
* Support the resolution of complex customer issues and escalations.
* Build and maintain strong relationships with insurer partners and key stakeholders.
Driving Continuous Improvement
* Identify opportunities to improve service delivery, efficiency and customer experience.
* Support the implementation of new systems, processes and ways of working.
* Use performance data, customer feedback and team insight to identify improvement opportunities.
Supporting the Wider Business
* Develop strong relationships with colleagues across Sales, Operations, Compliance, Claims and insurer partners.
* Share expertise, insight and best practice across the wider business.
* Represent the Personal Lines team professionally across internal and external stakeholder groups.
Leading People
* Create an inclusive, collaborative and high-performing team culture.
* Recruit, develop, coach and support team members.
* Set clear expectations and provide regular feedback and development support.
* Manage performance, capability and engagement across the team.
* Support succession planning and career development conversations.
* Lead by example, demonstrating the Group's values and expected behaviours.
* Recognise and celebrate success while proactively addressing development needs.
About You
You'll Succeed in This Role If You:
* Have significant experience within Personal Lines insurance.
* Have experience leading, coaching or supporting individuals and teams.
* Possess strong knowledge of Personal Lines insurance products and customer journeys.
* Can build strong relationships with customers, insurers and colleagues.
* Demonstrate sound judgement and effective decision-making skills.
* Have experience managing service delivery, workload priorities and operational performance.
* Understand FCA requirements and Consumer Duty obligations.
* Can balance customer outcomes, colleague experience and business objectives.
* Thrive in a fast-paced and customer-focused environment.
Salary & Package
Salary and overall package will be aligned to the scope of the role, individual experience, and the level of impact delivered. This will be discussed as part of the hiring process