Support Bay Lead

Job Overview

Job Responsibilities

Working closely with and reporting to the Sales & Performance Manager, your key responsibilities will include:

• The primary function will be to assist and support our new recruits ensuring they have a key point of contact in their new role, this will include training on the following:

• Introduction to Stats & Bonus
• Call Evaluations
  • Provide feedback from call evaluations completed by the Quality Dept
  • Complete 3 call evaluations per agent and provide feedback
  • Sales Coaching
• TIA User Task Management
• Mirroring a bonus/ Fronting refresher
• WFH equipment
• Mirrored bonus/ Fronting refresher
• How to manage dealing with underwriters
• Discounts and non-loads
  • SharePoint discount guide navigation
  • Discount Criteria
• Hand over report to Team leaders- template with KPI and current weekly KPIs
• Sales Coaching -Introduction, Concepts, Sales Techniques, Closing
• Training in customer overviews. (stepping back and evaluating customer)

Job Responsibilities

• Work in a collaborative way with the Training function to align findings from Sales Coaching with Support Bay agents and ensure this feeds to their plan – agree a timeline for delivery with agreed measurable success factors.
• Work with all agents in the Support Bay to ensure they are confident in their role prior to moving to their team.
• Liaise with each Team Leader and give feedback on all agents prior to moving to their team.
• Ensure all sign off procedures are followed and can be evidenced.
• Work alongside the QA Buddy and the allocated Team Leader to deliver encouragement and handle day to day queries.
• Liaise with our Trainer and identify any training requirements.
• Ensure our new recruits are integrating and adapting to a new challenging environment.
• Assist with any training requirements across MSC as required
• Facilitate Adhoc requests from the business in order to deliver on customer experience and identify gaps.
• Assist with mock calls when required and maintain a relationship with our new agents from day one of training.
• Delivery of training sessions as and when required.

Education

• Hold a third level qualification and / or appropriate professional qualification and be APA, CIP qualified or Grandfathered in the area of selling personal and commercial insurance).

Experiences

• Customer focused.
• Excellent communication, influencing & decision making skills.
• Ability to self-motivate and work on own initiative and also work as part of a team.
• Strong resilience.
• Target driven, solution focused and results orientated.
• Proactive approach.
• Proficient in MS Office Suite – MS Word, Excel, PowerPoint.

Competencies

• Excellent communication skills (written & verbal) Commercial awareness.
• Leadership.
• Problem solving.
• Strong organisational skills.
• Meet regulatory requirements as described in the Minimum Competency Code (Source: Central Bank, 2011) and Fitness and Probity Standards (Source: Central Bank, 2012).

MCC

Under the Central Banks fitness and probity regime, this role carries the following Controlled Function designation:  CF3.

This role sits within Pay Band B of FBD’s Commercial's Pay band

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FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances.