Client Service Leader in Swindon

Overview

Location: Open to candidates nationwide who are able to travel regularly to offices of responsibility (Swindon, Guildford, Chelmsford, Formby and Manchester). We’re looking for an experienced Manager of Managers to join our Public Sector Region. You will be responsible for supporting teams in Swindon, Guildford, Chelmsford, Formby and Manchester. Are you a proactive problem solver, striving to always view what we do in terms of ‘how can we do it better’? Focused on our people and our clients equally, you should have a multiplier approach to leadership, with a curious mind and drive for excellence. You will provide leadership and support for a team of between 4-6 Team Managers across various locations acting as the first escalation point. You will primarily be responsible for maximising the team’s performance on a day to day basis, ensuring Company, team, and individual objectives are achieved in order to maximise efficiencies and support your teams to provide excellent client service. How you'll make an impact To embed a consistent approach across all teams for Operations, Client Service and Workflow Management: Workload Management Support senior management to manage and improve the team performance through the development of trained and high performing team members Achieve quality measures as defined by business operating plans Responsible for achieving targets and SLAs through the smooth and efficient operation of the team Control the distribution of workload to maximise productivity, maintain high output quality and achieve SLAs and KPIs Ensure that the team is appropriately resourced at all times to maximise delivery of the defined levels of customer service Assist in team support and leadership, interpersonal, management and customer relations’ skills Look to improve business efficiency processes Team Performance Put Development of our teams at the heart of what we do, supporting local Team Managers to provide development programmes, training courses, coaching and mentoring to our team members Ensure that the team has the required skills to achieve performance targets, providing coaching and support to address any shortfalls Ensure the team have training and escalation points to deal with complex queries and issues that may arise Complete regular appraisals using SMART objectives Support Team Managers during any performance issue management processes Conduct and Operations Comply with AJG Professional Standards Manual and conduct rules embedding these into the team DNA Define clear referral points for technical and system queries Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business Take all reasonable steps to ensure the part of the business for which you are accountable demonstrably complies with applicable laws, rules, regulations, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business. If shortcomings are identified take responsibility for remedial action planning, and action in conjunction with the relevant experts within the firm Implement any changes in a consistent but business supportive way across all offices Carry out quality checks to ensure client excellence is evident at the heart of what we do. About you Your Skills, Experience and Qualifications Dip CII/ (Chartered Insurance Institute qualifications) desirable Educated to A-Level standard or equivalent is desirable Strong evidence of tenured leadership experience Workload management experience. Technical Knowledge Good knowledge of general insurance products (Property Owners desirable), services, and basic underlying legal principles and practices relating to risk within own role capacity. Experience Strong team management experience gained in a commercial setting Significant business acumen in operational management of developing/coaching a team Proven track record of achieving/exceeding SLA Experience of dealing with complex relationships internal and external Demonstrated rapport-building experience Evidence of effectively prioritising risks to manage concurrent workflow. Skills/other Excellent people management skills Excellent interpersonal skills, including listening, verbal and written communication skills with the ability to communicate effectively with all levels of the Company, including senior level management Good organisational skills for forward planning Problem-solving mind-set Excellent personal organisation and prioritisation skills are required along with the ability to adapt to changing demands and priorities Ability to lead and motivate others High level of empathy and engagement to gain trust Highest degree of ethics and integrity in client focus. Eligibility Requirements Eligible to work in the UK Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ 5 more days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more… #LI-JJG Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ 5 more days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more… We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know. Should you require reasonable adjustments to your application, please get in touch with If you’d prefer to speak on the phone, please request a callback, leaving details, so we get in touch. Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.