Retention Team Manager
- Location:
- Leeds jobs
,
West Yorkshire jobs
- Salary:
- £23000 - £30000 per annum + negotiable on experience
- Company:
- Invigorate Recruitment
- Job type:
- Permanent jobs
- Date posted:
- 27/10/2009 09:24
- Job id:
- 45769595
- Contact:
- Christina Mew
- Ref:
- Totaljobs/INV2319
Invigorate recruitment is acting as an employment agency to recruit a Retention Team Manager on a full time permanent basis for one of our prestigious clients based in Leeds city centre.
The successful applicant will Manage and develop the technical and operational capability of the Customer Services team ensuring that client's are serviced in a timely, technically accurate and cost effective manner.
Retain and grow the business through proactive Customer Relationship Management
Duties:
*Develop and implement an effective Customer Relationship Management programme and Sales Culture within the Customer Service team ensuring income is maximised through retention of profitable business, sale of additional products/services and collection of fee's.
*Provide regular MI, monitoring retention from inception through to renewal, identifying problem areas and implementing initiatives to improve
*Manage and develop insurer and zone relations to support customer retention, ensuring products remain competitive and continue to meet business and client needs
*Understand client's business operations, opportunities and risks and their approach to risk management and insurance
*Offer and present insurance solutions including insurance policies and other risk management solutions, with purpose to secure renewal (and/or new business)
*Ensure post, emails and diary activity is completed within service levels with MI to support
*Ensure that all policies are paid for within company timescales and policies lapsed/cancelled accordingly
*Work with the finance team to ensure accounts that remain unpaid are investigated and managed accordingly ensuring aged debt is within company targets
*Develop a resource model to ensure adequate resource to service customers, including designing and implementing lunch-time, holiday and training rotas as required and addressing absenteeism in line with the company policy
*Implement a technical referral system, ensuring technical referrals are documented
*Develop an environment conducive to the career aspirations of the individual team member to encourage engagement with the business
*Continuously coach staff in relevant business areas including, systems, telephony, business procedures, technical products, soft skills and self development skills
Skills
*Minimum of 3 years experience at Team Leader level or above in Financial Services
*Minimum of 2 years experience of commercial and personal lines insurance
*Proven track record in managing and improving customer retention & CRM initiatives
*Experience of managing resource in a high volume business through telephony reports, work flow management & automation of systems/processes
*Professional Insurance qualifications to CII standard or working towards
*Thorough understanding of FSA regulation
*Ability to present to all levels of management, clients, networks and groups
*Business Planning
*Strong process management skills
*Strong project management skills
*Knowledge of Open GI & INVU system an advantage
