nerene morris

* Respond promptly and efficiently to client’s instructions, requests and enquiries at all times. * Maximising the new business success rate or renewal retention rate of existing clients by the quality of service and advice we provide. * Maximising the volume of business placed on the commercial division panel of insurers. * Obtaining additional business from each client by selling the clients additional covers/services. * Administering claims where appropriate, including checking/interpretation of policy cover and negotiation of settlements with insurers. * Maintaining accurate records and producing relevant documentation. * Being aware of market trends and maintaining a high level of technical competence.

* Performance management of a team of between 10-30 advisors. Proactively dealing with issues such as time keeping, attendance, appraisals and training. * Use of on the spot feedback, call listening 121’s, performance development plans and disciplinary measures to achieve both team and departmental KPI’s and agreed SLA’s. * Analyse, interpret, utilise and communicate MI, and statistical data to maximise performance. * Assist with the delivery of training, arrange recruitment and participate in any induction programmes. * Excellent organisational and compliance skills used to host OFSTED and Investors in People inspections as well as ongoing continuous improvement planning. * Manage the service independently when shifted in for a weekend and evening shift. * Be responsible for the dissemination of information to advisors to ensure they are able to provide accurate and up to date information and best advice to users of the service. * Help mentor new team leaders and be point of contact when the Operations Manager is out of the office.