16 Dec | SPE Domestic and General Insurance Europe AG, Sucursal en España | Madrid
Job summary:
D&G's purpose is to make the world a better place, one repair at a time, with a mission to keep our customers' world running.
As a Team Leader, you play your part by driving the right outcomes for colleagues, customers, and the company through developing, managing and leading a high-performing team of customer-focused agents, being responsible for overall compliance as well as customer experience and sales outcomes.
Team Leaders are responsible for and will be measured against a range of KPIs, including quality assurance, sales units & conversion, hours delivery (OB), average handling time (IB), engagement scores, attrition, and absence management.
Key Responsibilities:Proactively call listen, conduct 121s, coaching sessions, team meetings, and huddles; setting high sales and performance standards, setting SMART actions to drive continuous improvements.Establish a customer-centric culture with your team & the wider department, by striving to achieve first call resolution and excellent standards of service for all new and existing customers.Continuously strive to enhance the culture of the business, raising the bar with the team through engagement initiatives, acting on feedback and effective communication.Focus the team on delivery and sales performance, identifying and improving through coaching areas of development.Demonstrate capability to deliver sales targets whilst providing our customers with an excellent level of service and engaging your team.Take responsibility to manage all people-related issues, clearly communicating the expectations of agents.Demonstrate resilience and strong leadership capability.Maintain a culture of compliance to procedures, regulation, conduct, data protection, and compliance.Resolve escalated customer queries, ensuring compliance with FCA principles, putting the customer at the heart of what we do.Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines.Be open to innovation, understanding the principles of change management and coaching others through change.Collaborate with peers and key stakeholders to share knowledge and ideas across the business.Display role model behaviours, live & breathe our core values whilst encouraging others to do the same.Maintain a clear focus on goal achievement, confronting problems, conflicts, and obstacles.Ensure delivery of all KPI metrics within the team to deliver departmental and wider business budgets.Systems Knowledge:Competent use of Microsoft programs including Outlook, Excel, Word, and PowerPoint with the ability to use multiple systems at one time.
PERSON SPECIFICATIONSkills:Essential Time management & planning skills.Strong oral and written communication skills.Influencing skills & strong relationship building.Analytical skills - Ability to assess and interpret technical data relating to business performance.The ability to coach & develop to unlock individuals' potential.Problem solving – solution focused.Results-Oriented – Ability to drive your team to achieve targets.Motivational Skills.Ability to work under own initiative, independently as well as part of a team.Able to challenge constructively and use data to support an idea or suggestion.Desirable Reporting skills at a high level.High level of emotional intelligence.Confident in delivering difficult feedback, including peer group.Knowledge:Essential French and Dutch or Dutch only (Native).Knowledge of the key & relevant regulations with a focus on creating a customer-centric culture that drives the right outcome for the customer.Experience: Essential Sales experience.Coaching & developing others.Desirable Managing & leading a sales team.Working in a regulatory environment.Core CompetenciesCustomer & Stakeholder focus:Forms positive relationships with key stakeholders, customers, and colleagues.Collaborates with peers, sharing knowledge across the business.Manages difficult situations, such as conflict with a positive outcome.Understands customer needs and does the right thing by them.Be solution-focused.Understand our business & deliver results:Has a solid understanding of our business goals, purpose, and values.Sets high standards of quality, behaviours, focusing the team on delivery & performance.Able to deliver continual improvement across KPIs.Able to analyse and explain data effectively.Role model a growth mindset, challenging the status quo.Considers the impact your team has on the department & wider business.Adapting & Responding to Change:Is open to innovation; accepts new ideas and advocates change.Ensure you have a thorough understanding of change so you can effectively lead your team through change.Deals well with ambiguity, making positive use of the opportunities it presents.Prioritisation & time management:Remains focused.Sets clearly defined goals, aligned with our business OKRs.Monitors performance against deadlines and milestones.Can prioritise tasks and resources, managing time and activities effectively.Leading & Managing People:Takes responsibility to manage all people-related issues.Clearly communicates expectations to agents.Role models high standards of behaviour, ethics and values including giving regular and timely feedback.Supports the continuous development of others.Inspiring & motivating each individual toward ongoing higher performance levels.Developing our Culture:Champions employee engagement plays in commercial performance and workplace culture.Continuously strives to enhance the culture of the business through effective communication.Demonstrates integrity.Leads inclusively, promotes and defends equal opportunities to build diverse teams.Encourages organisational and individual responsibility towards the community and environment.Coaching for Performance:Uses coaching effectively to increase overall performance and engagement.Tailors coaching conversations through utilising a range of tools and skills.Demonstrates an interest in, and understanding of, others.Recognises and rewards the contribution of others.Listens, consults and communicates proactively.At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans.
We are expanding our horizons, entering new markets and territories internationally, and we need your expertise to help us on the journey.
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