Are you able to lead a team of broker sales advisors? Come and join us as our new Broker Team Leader and support our NMUK Direct Broker team here at Markel with the roll out of our new online insurance broker offering ! What part will you play? If you're looking for a place where you can make a meaningful difference, you've found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you'll find your fit among our global community of optimists and problem-solvers. We're always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs. Join us and play your part in something special!, This new role in our broker team will report directly to the Head of Direct Broking. As an enthusiastic team leader, you will be responsible for leading and motivating the team alongside the Head of Direct Broking. You will coach a team of brokers ensuring they have the necessary technical knowledge and training to handle customer queries effectively and deliver a high-quality experience to customers. You will need to be organised, a team player, and dedicated to providing and developing excellent customer service. The successful candidate will seek to improve the team's performance by managing workflow, monitoring brokers, and providing constructive feedback to enhance individual performance to on company goals. What you'll be doing:

• Create a positive, performance-oriented environment within the team, and taking responsibility for continuously enhancing team performance, customer satisfaction, and the achievement of SLA/KPI targets
• Coordinating and monitoring the workload of the team efficiently
• Leading, motivating, coaching, and developing the Broker Advisor team to provide industry-leading customer service
• Assessing the Quality Assurance of calls and services delivered by the Direct Broking Teams to ensure consistent accuracy and efficiency
• Managing all inbound and outbound activities to meet SLA requirements
• Recruiting and onboarding new team members effectively in partnership with the Head of Direct Broking / Talent Acquisition team
• Serving as the escalation point for all customer complaints and seeking resolutions that ensure favourable customer outcomes
• Escalating technical issues appropriately, using data to define the scope of the problem
• Overseeing the attainment of individual and team targets aligned with established and regularly reviewed standards
• Ensuring the achievement of individual and team quality targets according to agreed standards
• Providing constructive feedback to team members, identifying training needs, and managing training and development plans
• Maintaining constant communication within the team and exhibiting flexibility to adapt to evolving practices and work priorities
  
  Experience in an insurance or FCA regulated sales environment
• Technical knowledge of the company business insurance product range, including understanding of the coverage provisions, exclusions, and conditions of the policy wordings
• An understanding of the legal principles of insurance and insurance contracts including the company's obligations to insurers
• Strong organisational skills and time management abilities
• Performance management with a focus on delivering high-quality customer experiences
• Ability to work cooperatively and adaptively with other team members
• Attention to detail and effective communication skills
• Professionalism, integrity, and commitment
• Capacity to work in a fast paced dynamic environment
• CII qualification or working towards obtaining the qualification
• Demonstrate strong sales skills
• Proven ability to lead teams to achieve high performance
  
  Markel Corporation (NYSE - MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
We're all about people | We win together | We strive for better| We enjoy the everyday | We think further


• A great starting salary plus generous quarterly bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!, Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.