Job Purpose

• To identify, develop and manage relationships across all brokers within a defined regional area for our services & products.
• To meet and exceed targets across all business propositions set in line with the company’s objectives and targets.
• To develop and maintain close relationships with independent brokers and other business providers, being the brand representative for the company’s regional activity.

Duties and Responsibilitie

• To achieve agreed sales targets through identification and development of accounts across a range of products and propositions

Work closely with the National Sales Manager to identify sales and marketing ideas and business growth opportunities through maintaining regular contact with accounts in the defined geographical area

• Develop existing and build new relationships with accounts to establish the company as the preferred provider, with relationships developed and maintained;
• Analyse performance and trends of your accounts, offering recommendations internally to drive improved business performance;
• Agree and manage implementation of regional sales plans to achieve business targets and growth;
• Work in an effective partnership with Sales Support to effect and implement business plans and contact strategies, maximising the company’s profile and visibility in the market place;
• Manage a geographical territory to fully explore all sales opportunities, maximising relationship time by planning activity to minimise travelling. Segment the defined geographical area to create a business development plan and contact strategy to maximise opportunities for the company;
• Maintain a high level of product knowledge across all product lines, understanding current and future legislation that may affect relationships, along with key competitor contracts to enable objection handling;
• Demonstrate commitment to personal development, professional advancement and technical knowledge;
• Maintain a strong and visible link with all internal departments, to facilitate the highest standard of service from the company to independent brokers;
• Ensure compliance with business governance processes;
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly;
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the company;
• Commit to visiting the company head office in Norwich on a quarterly basis for training and meetings, including overnight stays if required.

Skills and Experience

Essential

• Self-driven, dynamic individual with proven ability to achieve and exceed targets;
• Strong influencing and interpersonal skills with the ability to quickly build new relationships;
• Positive and challenging mind set with a collaborative style;
• Clear communication skills with an attention to detail;
• Strong organisational, planning and time keeping abilities;
• The capability to understand information across multi-product proposition and communicate this to the chosen audience clearly;
• Proven track record of developing new and existing customer relations;
• Strong background in relationship and territory management;
• Computer literate – Microsoft Office, CRM;
• Full UK driving licence.

Desirable:

• Knowledge of Insurance Broker Market

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Purpose 

• To deliver quantitative and qualitative results through others, by providing inspiration, guidance, leadership and development to the team.
• To align the team’s performance with business objectives, strategy, SLA’s & policies through creating an inspiring team environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• To reduce claims handling costs and actual claims costs through improving quality and increasing productivity of the team.

Duties & Responsibilities

Management

• Hold motivational huddles to give guidance and direction of the day’s targets and expectations;
• Effectively conduct 121s and appraisals by setting SMART objectives and advising on scope for improvement and development; Encourage responsibility in agents to monitoring own performance and delivery;
• Implement, review and manage personal development plans with individuals to influence high performance;
• Effectively manage underperformance and conduct issues, exercising use of capability and/or disciplinary action as appropriate in line with Company policy;
• Effectively manage absence in line with Company policy to ensure absence is kept to a minimum;
• Delegate effectively, ensuring that each team member is adequately managed and resourced;
• Recognise high performance and reward accomplishments;
• Maintain team morale and motivation through effective team building whilst maintaining work flow and service delivery;
• Report on team performance to Head of Customer Services;
• Participate in recruitment and selection as appropriate.

Service Delivery & Quality Control

• Manage daily performance of claims agents, by analysing MI, tracking productivity and setting clear individual and team goals and deadlines;
• Effectively coach team members in order for them to provide the best customer journey possible, by managing their QA results to achieve “right first time” service delivery;
• Effectively develop your team through their Career Path through recognising additional training needs, guiding and coaching;
• Continuously consider ways to improve the services provided and identify departmental business opportunities;
• Identify trends and remedy of any recurring or systemic problems;
• Supervise team compliance at all times with the requirements of the firm’s own procedures, the Financial Services and FCA regulations;
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly;
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm;
• Undertake all other duties as reasonably required and directed.

Knowledge, Skills & Competencies

Essential:

• Responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information;
• Ability to be diligent and retain high levels of accuracy in work at all time, with strong administrative skills;
• Excellent written and communication skills, including report writing;
• Proven ability to drive performance and results;
• Good IT literacy skills, particularly MS Excel;
• Excellent coaching and mentoring skills to develop and empower others;
• Excellent leadership skills, acting as a role model to colleagues;
• Customer focused approach, with excellent customer service skills;
• Problem solving skills, with the ability to generate and build on new ideas;
• Strategic thinking with commercial and financial skills and awareness;
• Strong organisational and planning skills with the ability to work to a high standard towards deadlines;
• Ability to prioritise own workload as well as that of others, to work on own initiative and identify improvements on an ongoing basis;
• Excels at operating in a fast paced environment, working with and managing change;
• Ability to identify information required in order to make appropriate and effective decisions under pressure.

Desirable:

• Excellent understanding of the regulatory requirements, including FCA regulations;
• Strong knowledge of motor insurance claims process;
• In-depth knowledge of contact centre performance metrics.

Experience

Essential: 

• Proven experience within a team leader position or similar, able to demonstrate effective management of a team in a contact centre environment;
• Proven experience of performance management practices and procedures.

Desirable: 

• Understanding of regulatory requirements, including FCA regulations;
• Proven experience in end to end personal lines claims handling, preferably motor claims;
• Good knowledge and experience of using operational systems to record all aspects of a claim.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

 Direct Reports 

• Claims Agent – up to 15 FTE

Purpose 

• Receiving ‘first notification of loss’ claims calls, ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes;
•  Provide excellent customer service measured in terms of inbound and outbound telephony performance, talk time, case work productivity and audited quality measures;
•  Ensure Claims are processed according to policy wording or contracted terms of business;
•  Ensure claims are accurately recorded, processed and transferred swiftly and efficiently to the correct supplier, optimising service and availability for waiting and potential customers;

Duties & Responsibilities

• Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including witnesses, hire companies etc;
• Handle incoming calls/post/email/faxes/call backs relating to glass and windscreen claims;
• Collecting accurate information to progress the claim;
• Ensure all information taken is accurate;
• Ensure that SLA’s and company procedures are adhered to at all times;
• Ensure cover is in place and advise customer accordingly;
• Confirm excess, damage details and record accurately on company systems;
• Transfer callers through to the correct supplier;
• Escalate potential fraudulent claims through the appropriate channels;
• Escalate complaints through the appropriate channels;
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations, be GDPR compliant at all times;
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly;
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Knowledge, Skills & Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs at grade C or equivalent);
• Proficient in MS Office;
• Accuracy and attention to detail;
• An organised approach and good time management skills;
• Cooperative team player;
• Ability to work collaboratively within a team environment;
• Accepts empowerment and deploys this positively and appropriately;
• Excellent verbal and written communication skills;
• Able to deliver exceptional customer Service;
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information;
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure;
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s;
• Excels at operating in a fast paced environment.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Purpose 

• Receiving ‘first notification of loss’ claims calls, ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes;
•  Provide excellent customer service measured in terms of inbound and outbound telephony performance, talk time, case work productivity and audited quality measures;
•  Ensure Claims are processed according to policy wording or contracted terms of business;
•  Ensure claims are accurately recorded, processed and transferred swiftly and efficiently to the correct supplier, optimising service and availability for waiting and potential customers;

Duties & Responsibilities

• Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including witnesses, hire companies etc;
• Handle incoming calls/post/email/faxes/call backs relating to glass and windscreen claims;
• Collecting accurate information to progress the claim;
• Ensure all information taken is accurate;
• Ensure that SLA’s and company procedures are adhered to at all times;
• Ensure cover is in place and advise customer accordingly;
• Confirm excess, damage details and record accurately on company systems;
• Transfer callers through to the correct supplier;
• Escalate potential fraudulent claims through the appropriate channels;
• Escalate complaints through the appropriate channels;
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations, be GDPR compliant at all times;
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly;
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Knowledge, Skills & Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs at grade C or equivalent);
• Proficient in MS Office;
• Accuracy and attention to detail;
• An organised approach and good time management skills;
• Cooperative team player;
• Ability to work collaboratively within a team environment;
• Accepts empowerment and deploys this positively and appropriately;
• Excellent verbal and written communication skills;
• Able to deliver exceptional customer Service;
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information;
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure;
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s;
• Excels at operating in a fast paced environment.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Purpose 

• Receiving ‘first notification of loss’ windscreen / glass claims calls, ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes;
•  Provide excellent customer service measured in terms of inbound and outbound telephony performance, talk time, case work productivity and audited quality measures;
•  Ensure Claims are processed according to policy wording or contracted terms of business;
•  Ensure  windscreen / glass claims are accurately recorded, processed and transferred swiftly and efficiently to the correct supplier, optimising service and availability for waiting and potential customers.

Duties & Responsibilities

• Liaise with all parties involved in the claim over the telephone and in writing; dealing with external parties including witnesses, hire companies etc;
• Handle incoming calls/post/email/faxes/call backs relating to glass and windscreen claims;
• Collecting accurate information to progress the claim;
• Ensure all information taken is accurate;
• Ensure that SLA’s and company procedures are adhered to at all times;
• Ensure cover is in place and advise customer accordingly;
• Confirm excess, damage details and record accurately on company systems;
• Transfer callers through to the correct supplier;
• Escalate potential fraudulent claims through the appropriate channels;
• Escalate complaints through the appropriate channels;
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations, be GDPR compliant at all times;
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly;
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Knowledge, Skills & Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs at grade C or equivalent);
• Proficient in MS Office;
• Accuracy and attention to detail;
• An organised approach and good time management skills;
• Cooperative team player;
• Ability to work collaboratively within a team environment;
• Accepts empowerment and deploys this positively and appropriately;
• Excellent verbal and written communication skills;
• Able to deliver exceptional Customer Service;
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information;
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure;
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s;
• Excels at operating in a fast paced environment.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Duties to include

• Handle incoming calls efficiently and professionally;
• Handle all incoming and outgoing calls in a compliant manner;
• Comply with GDPR / Data Protection Act at all times when handling calls;
• Accurately access claim information on internal and external systems, redirect calls as required;
• Chasing settlements, subsequently updating systems with accurate information in a timely manner;
• Administer and respond to broker queries;
• Throughput of schedules and subsequent necessary actions;
• Assisting with urgent matters and matters within the ‘to-do’ list;
• Comply with GDPR / Data Protection Act at all times when handling sensitive information and personal data;
• Accurately input and update client data and claim information on internal and external systems, action correspondence as required;
• This is a developing role, further duties may be undertaken as reasonably required and directed;
• Contribute to and follow at all times the firm’s policy on Treating Customers Fairly.

Requirements & Prospects

Desired skills

• Good basic English and Maths skills (at least 5 GCSE’s or equivalent grade C/4 or above);
• Excellent verbal communication skills;
• Proficient in MS Office;
• Accuracy and attention to detail;
• An organised approach and good time management skills;
• Co-operative team player;
• Ability to work collaboratively within a team environment;
• Demonstrates empowerment and deploys this positively and appropriately;
• Able to deliver good customer service;
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information;
• Good customer service skills;
• Strong organisational skills with the ability to work to a high standard towards deadlines and SLAs;
• Excels at operating in a fast-paced environment.

Personal Qualities

• ‘Customer is King’ mentality;
• Willingness to learn;
• Professionalism at all times;
• ‘One Team’ mentality with a shared purpose and aims across the business;
• Desire to make a positive impact on the day-to-day running of the business.

Desired Qualifications 

• GCSE (or equivalent) grades A*-C / 9-4 in English and Maths

Future Prospects 

The successful candidate will be able to progress into a full-time position with Coplus if they successfully pass the apprenticeship and perform well in the role.

Training Provider 

Training will be provided by Norfolk Community Learning Services. This will include monthly visits in the workplace with the assessor and individual study time. The successful candidate will study the advance apprenticeship standard in Customer Service Level 3 and this will include English and Maths, if required. Coplus will provide in-house mentors who will assess your progress in collaboration with Norfolk Community Learning Services and this will include off-job training.

The Apprenticeship will involve an End Point Assessment that the successful candidate will work towards and complete at the end of their apprenticeship. Support will be given by Norfolk Community Learning Services assessors to ensure sufficient preparation.

Applications for this apprenticeship are being processed by Norfolk County Council. Please visit their website to apply: https://www.findapprenticeship.service.gov.uk/apprenticeship/-378460