Stride Resource Management
Client Service Team Leader
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The opportunity
You are already the person others turn to when the workload gets difficult, a client issue needs resolving or somebody in the team needs guidance. You now want the chance to take proper ownership of a team and develop as a people leader.
You will manage an established SME servicing team of eight, with responsibility for performance, workload, service delivery, quality and development. This is a genuine leadership role with enough scope to make an impact, while keeping you close to a broad commercial SME portfolio and the people delivering the work.
The opportunity
You will take responsibility for an established team handling a broad range of SME commercial risks.
- Your focus will be on creating the structure, clarity and support that allows the team to perform consistently.
- You will set expectations, manage workloads, coach people individually and make sure clients continue to receive a strong level of service.
There is also more to the role than keeping the day-to-day operation moving. The SME division is continuing to develop, and you will have a voice in improving processes, raising standards and helping shape how the team operates as the wider business grows.
For an experienced Team Leader or Manager, this gives you a broader platform and a sizeable business around you. For a Senior Account Handler who is already coaching others and naturally taking responsibility within a team, it provides a credible route into formal leadership.
What the role looks like
- Leading, coaching and developing a team of eight people across a broad SME commercial portfolio.
- Taking ownership of team performance, workload, service standards and operational effectiveness.
- Setting clear expectations and helping people understand what good performance looks like.
- Managing resources and priorities so work is distributed sensibly and service levels remain consistent.
- Supporting colleagues with more difficult client, insurer and operational issues when senior input is required.
- Coaching individuals through regular feedback and development conversations, helping them build confidence and capability.
- Maintaining strong standards around quality, compliance, FCA requirements and Consumer Duty.
- Using performance information, feedback and recurring issues to identify where processes or ways of working can be improved.
- Supporting change within the SME operation and helping the team adapt as the business continues to evolve.
- Working closely with the wider SME leadership team, Broking Operations, Sales and Distribution to deliver strong client outcomes.
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Who this could suit
You will already have a strong background in commercial insurance, ideally within SME broking or a similar client servicing environment.
- You may already be working as an SME Team Leader, Broking Team Leader or Manager and want a role with greater ownership in a larger business.
- You may equally be a Senior Account Handler who has reached the point where colleagues already rely on you for guidance, technical support and help managing difficult situations, and you are ready to turn that experience into your first formal people management role.
- You will be organised, approachable and comfortable making decisions. You will know how to support people without taking every problem away from them, and you will be prepared to give clear feedback and hold people accountable when standards are not being met.
- Experience managing workloads, coaching colleagues and working within FCA and Consumer Duty requirements will be important. Knowledge of Acturis or a similar broking platform will also be valuable.
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The business
You will be joining a large independent insurance group with a significant UK presence and a business that has grown quickly through acquisition.
- It operates across commercial broking, specialist insurance and wider insurance services, giving it considerably more scale and capability than a traditional regional broker while retaining strong local teams.
- The group continues to invest in its UK operations and the SME division is an important part of that development. There is a clear emphasis on building stronger operational teams, developing people internally and creating a more consistent service as the business grows.
- The role reports directly to the Head of SME and sits firmly within the leadership structure, so this is a recognised people management position with exposure to the wider direction of the division.
Package and working pattern
- Salary up to £50,000 depending on experience.
- Hybrid working with three days per week in the office.
- Based in mid-Kent.
- Permanent, full-time position.
- Direct reporting line into the Head of SME.
The next step
You will want to understand the make-up of the team, how experienced the people are, what the current challenges look like and how much freedom you will have to shape performance and development.
We can talk you through that confidentially, including the team structure, the expectations of the Head of SME and what success will look like in the role, before you decide whether it is worth taking the conversation further.
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