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Title Branch Supervisor
Categories Supervisor
Closing Date: Tuesday 13th February 2018
Reporting To: Operations & Quality & Performance Manager
Reports: Customer Service Advisors
Hours of Work: Monday to Friday 09:00-17:15
Location: Larne


  • To work within the sales department, assisting in the management of a department team.
  •  To support and direct the department’s work load by the effective delegation of tasks.
  • To support their sales staff in achieving the department’s key performance indicators and the company’s business goals.
  • To constantly consider ways to improve the Personal Lines service and identify departmental business opportunities.
  • To manage the daily HR of the branch team.


  • Educated to A level standard, with Maths and English at GCSE.
  • Experience and thorough knowledge of insurance products and the insurance market.
  • Thorough understanding of Personal Lines quote systems and products.
  • Knowledge of all Microsoft Office applications and telephone monitoring equipment.


  • Ability to demonstrate the achievement of goals through the management and leadership of a team.
  • Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
  • A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
  • Excellent written and communication skills, including report writing.
  • Leadership skills.
  • Ability to persuade and influence others.
  • Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
  • Coaching and mentoring skills to develop team members.


  • Act in an honest and open manner at all times with both the customer and the firm in all matters.
  • Have a customer focused approach.
  • Ensure that business transactions are conducted in a way that is clear and straightforward.
  • Act with integrity by demonstrating fairness and impartiality.


  • To effectively prioritise and maintain own portfolio of sales leads from incoming calls and enquiries.
  • To manage a departmental team, maintaining team morale, motivation and appropriate standards of ethical behaviour, whilst maintaining workflow, targets and team development.
  • To plan and maintain customer service levels by the management of effective staffing, including the supervision of overtime, recruitment and selection, holiday allocation and departmental training.
  • To identify team training needs for the effective and timely development of the team in product knowledge and service skills.
  • To direct the achievement of the departmental key performance indicators and sales targets as directed by the Sales Manager.
  • To carry out audits on incoming calls and enquiries to monitor response times and the accuracy of information provided.
  • To ensure the maintenance of customer records accurately and securely, in accordance with the firm’s own record keeping requirements and following data protection rules.
  • Actively seek feedback from customers and respond appropriately to feedback received.
  • Identify trends and remedy any recurring or systemic problems.
  • To identify, seek to mitigate and respond appropriately to any conflicts of interest which may arise.
  • To supervise departmental compliance at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FCA regulations.
  • To contribute to, and follow at all times, the firm’s policy on Treating Customers Fairly.
  • To maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.
  • To identify business and performance improvement opportunities for the department.
  • To undertake all other duties as reasonably required and directed.


  • Daily cashbooks
  • Management of:
    o Overdue Transactions
  • Staff attendance reporting
  • Monitoring daily sales activities
  • All current Customer Service Adviser Duties, as required to support the team.
  • Driving forward a positive sales team
  • Supporting Community Initiatives
  • Implementing company-wide change at branch level
  • Keeping staff informed & involved with all developments
  • Influencing company-wide processes and procedures
  • Audit & Performance feedback
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