**Team Leader**

Job Title Team Leader Reference UK07448 Town Chelmsford Business Line Client Services **Job Description**

We are currently looking to recruit a passionate, action orientated, people focused Team Leader for our Client Services Centre in Chelmsford.

The role involves leading and motivating a Client Services team that undertakes complex specialist insurance processing in support of our London market underwriting teams. You will be accountable for ensuring that your team provides excellent customer service in line with the defined standards and metrics that we have in place, maintaining an effective link with colleagues across the teams to secure consistent success.

You will spend the majority of your time coaching your team, resolving queries and problems, providing clear goals and developing your teams professional capabilities. You will be working in a flexible environment leading your team both face to face and in our new virtual world. You will have regular interaction with other Team Leaders and various internal stakeholders.

One of the key abilities needed for this role is the management of both your team's and your own workload to make sure priorities are set but also that there is flexibility when special projects come in. You will be working closely with the other client services teams as well as many internal stakeholders from claims to underwriting as well as externally, so we expect this person to be able to build and maintain professional relationships in order to maximise the potential of the team and themselves.

**Responsibilities**

- People management responsibility for a team, setting the standards to drive a high performance culture.

- Manage capacity within your team to deliver service consistently to multiple customers, monitoring performance against SLAs and taking appropriate action to ensure quality and continuity of service.

- Identify and coordinate training & development needs and ensure successful delivery of performance targets and objectives.

- Drive and embed a culture of continuous improvement within your team and implement continuous improvement initiatives in line with business priorities ensuring good quality and timely outcomes.

- Lead &/or support on adhoc departmental/ wider business initiatives and projects ensuring quality and timely delivery

- Own business changes that impact your team, managing multiple stakeholders and involving other team members or technical experts as required, to demonstrate successful and timely delivery.

- Create an environment which is recognised as a great place to work through your engagement survey results, responding promptly on any areas for improvement.

- Set the standards for workflow, data capture and MI and ensure these are maintained effectively within your team.

- Recruit at a high standard internally or externally

- Build and maintain effective positive relationships with stakeholders

- Own complex customer queries and problems that the team or stakeholders have escalated through to resolution.

- Provide regular and quality MI to demonstrate team performance and undertake appropriate corrective action in relation to the data outputs.

**The Individual**

Skills and Experience:

- 2 years minimum first line leadership experience

- Excellent communication/ coaching skills

- Experience of Continuous Improvement methodology

- Proven track record of successful stakeholder management, with evidence of having worked in a fast-moving, results driven environment

- Insurance/ leadership qualifications or good experience in the insurance/ financial industry an advantage

Capabilities

- Commercially astute with demonstrable track record of taking accountability for service delivery

- The ability to motivate and develop others

- Excellent skills in relationship and stakeholder management

- Strong understanding of, and ability to apply continuous improvement methodology and embedding change within a team/ business

- Experience of driving high performance across multi-disciplined teams, and improving overall effectiveness

A welcoming, diverse and inclusive culture is an important element for RSA in our best-in-class ambition. RSA thrives when everyone feels comfortable bringing their best self to work. We celebrate difference, whilst striving to create an environment where colleagues feel respected and valued for their unique potential. Our commitment to diversity is sincere, continually growing and led right from the top.

If you require flexibility in when, where or how you work, wed love to hear from you. We also want to ensure that you are supported throughout the application process to enable you to be at your best. If you require adjustments during your application process, please flag this on your application form.

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