Personal Lines Team Leader

Posted 9 April by Jericho Recruitment Solutions Easy Apply

Our client is a well-established independent brokerage based in Warwickshire.

This reputable and client focused company are currently looking to recruit a Team Leader with experience in Personal Lines insurance.

This role will involve spending around 80% of your time on High Net Worth renewals and 20% producing new business from networking, signing up Introducers, working on own leads and those provided by the Company.

The role also includes supervising/managing 1 other member of staff.

Salary Up to £25k with potential bonus on top.


  • To direct and manage the day-to-day activities of the team including the apportionment of work load, staff supervision and adherence with Broking Procedures.
  • To work within the team providing assistance to clients.
  • To support the New Business teams as required (Commercial & Schemes).
  • To develop and secure new personal lines accounts in line with business development plans (Personal Lines)


  • To supervise the day-to-day activities of the team, including apportionment of workloads and monitoring work flow.
  • To be the staff referral point for technical, underwriting, procedural matters, complaints and HR issues affecting team members.
  • To ensure the team operates in accordance with our clients Broking procedures.
  • To continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • To work in a manner consistent with a regulated environment and FCA rules.
  • To work towards individual and departmental Key Performance Indicators (KPIs).
  • To undertake Continuous Professional Development and comply with the Group Training and Competence procedures.

To provide quality service and support in a variety of areas including, but not limited to:

  • Professionally handling incoming requests from customers and ensuring that issues are resolved both promptly and thoroughly.
  • Receiving, documenting and resolving customer complaints.
  • Troubleshooting customer issues over the telephone.
  • Handling payments and refunds for clients.
  • Providing advice to clients on the range of products offered by the department.
  • Identifying and acting upon sales opportunities presented by incoming calls or visitors.
  • Thoroughly and efficiently gathering customer information, accessing and fulfilling customer needs, educating the customer, where applicable, to prevent the need for future contacts and documenting interactions through thorough note-taking.
  • Using automated information systems to analyse the customer’s situation.
  • Maintaining a balance between company policy and customer benefit in decision making.
  • Handling issues in the best interest of both customer and company.
  • Making claim referrals (first advice) to Insurer claims department (Schemes).
  • Taking responsibility for credit control in terms of pursuing client money owing.
  • Carrying out general administration including, mid-term adjustments, and renewals.
  • Responsibility for compiling and generating reports as they relate to customer service surveys.
  • Liaising with insurer account managers on issues affecting the team.

To manage team members in the following areas:

  • To conduct the induction process and follow-up on the agreed action points.
  • To conduct appraisals in accordance with the company procedure and follow-up on the agreed objectives.
  • To assess, arrange and evaluate the training and development needs of staff.
  • To assist in the recruitment and selection of staff.
  • To conduct disciplinary and grievance hearings as required in accordance with the company procedures.
  • To ensure staff adhere to company policies and procedures.
  • To travel to client bases, insurers’ premises and other external meetings as required.
  • To undertake all other duties as reasonably required and directed.

Required skills

  • Brokerage
  • Staff Supervision
  • Personal Lines

Reference: 34863714

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