SKILLS REQUIRED

• Proven ability to lead, motivate and develop high-performing teams, delivering business objectives through effective leadership and people management.
• Strong organisational skills with the ability to prioritise workloads, manage multiple priorities, delegate effectively and drive continuous improvement.
• Excellent analytical skills, with the ability to gather, interpret and present information.
• Strong written and verbal communication skills, including the ability to prepare reports, present information clearly and communicate effectively with colleagues, customers and senior management.
• Demonstrated leadership capability, with the confidence to inspire, influence and engage others.
• Strong interpersonal and negotiation skills, with the ability to build relationships and positively influence colleagues at all levels.
• Sound judgement and effective decision-making skills, with the ability to remain calm and make informed decisions in a fast-paced environment.
• Proven coaching and mentoring skills, supporting the development of senior team members and colleagues through regular feedback, guidance and performance management.

Expected Behaviours

• Demonstrate honesty, openness and professionalism in all dealings with colleagues, customers and the business.
• Place customers at the centre of every decision, delivering a high standard of service and striving to achieve positive customer outcomes.
• Work collaboratively with colleagues across Personal Lines, Commercial Insurance and Compliance, sharing knowledge and expertise to promote best practice and continuous improvement.
• Act with integrity, fairness and impartiality, ensuring all decisions are made ethically and in line with regulatory and company standards.
• Lead by example, fostering a positive, respectful and inclusive working environment that encourages teamwork, accountability and professional development.
• Promote a culture of continuous learning, innovation and excellence, encouraging colleagues to share ideas and identify opportunities for improvement.

Key Responsibilities

• Lead, motivate and support the branch team, fostering a positive working environment that promotes high performance, ethical conduct and continuous improvement while ensuring service standards, workflow and business objectives are consistently achieved.
• Maintain exceptional quality standards across the branch by sharing knowledge, coaching colleagues and promoting best practice to deliver outstanding customer service.
• Monitor customer interactions and business performance through regular quality assurance reviews, audits and call monitoring, ensuring accuracy, professionalism and timely responses.
• Identify training and development needs within the team, working with senior management to implement appropriate learning opportunities that enhance product knowledge, regulatory understanding and customer service skills.
• Deliver agreed business objectives by achieving branch sales targets, key performance indicators and profitability goals, while supporting sustainable business growth.
• Ensure accurate record keeping and the secure handling of customer and business information in accordance with company procedures, GDPR and regulatory requirements. Maintain branch compliance with Health & Safety, First Aid and Fire Safety responsibilities.
• Encourage and act upon feedback from both customers and colleagues, using insights to improve service delivery, processes and the overall customer experience.
• Monitor branch performance to identify trends, address recurring issues and implement effective solutions that improve operational efficiency and customer outcomes.
• Identify, manage and escalate any actual or potential conflicts of interest, ensuring they are handled promptly and in line with company policy and regulatory expectations.
• Ensure the branch operates in full compliance with FCA regulations, Consumer Duty, the Financial Services and Markets Act, and all internal policies and procedures, promoting the principles of Treating Customers Fairly in every customer interaction.
• Maintain high professional standards by ensuring all team members meet the firm's Training and Competence requirements, supporting continuous professional development through regular coaching and engagement with senior management.
• Undertake any other duties reasonably required to support the effective operation and continued success of the