Job description
Because great client service doesn't magically happen… someone has to lead it.
Let's be honest: most client service teams don't fail because of bad people.
They fail because of bad leadership, messy processes, unclear expectations, and KPIs that get talked about once a quarter and then forgotten.
This role exists to fix that.
I'm looking for a Team Leader to take responsibility for three Midlands offices,
You will be based out of the Solihull office but it is hybrid working.
You will bring some consistency, raise the bar, and help build a team that actually delivers what "great service" looks like - not just what the brochure promises.
If you like firefighting and chaos… this isn't for you.
If you like building, coaching, shaping and improving… keep reading.
What you'll actually be doing
Leading & fixing
1. Giving proper leadership to the regional client service teams (not just "being visible").
2. Making sure client satisfaction isn't just talked about - but measured, tracked, and consistently hitting a 70+ NPS.
3. Embedding the client journey so it's followed by habit, not by accident.
Improving the machine
4. Spotting the gaps, tightening the processes, and creating fewer "surprises" for clients and Partners.
5. Supporting business-wide operational projects and actually contributing - not just attending meetings.
6. Being the one who asks awkward questions that need asking.
Managing performance like a grown-up
7. Setting clear goals for the teams across the three offices.
8. Monitoring performance without micromanaging.
9. Building plans when KPIs slip - before it becomes a problem.
People, culture & capability
10. Developing the team, not babysitting it.
11. Creating a culture where communication actually happens up, down and sideways.
12. Ensuring training plans exist - and are used, not buried in SharePoint.
Doing your own client work well
Yes, you'll still have your own client allocation.
If you want a role where you "just manage people," this isn't it.
What you'll need
(Or at least most of this.)
13. Solid commercial insurance knowledge - ideally ACII or working towards it.
14. Real experience of leading teams in a commercial broking/insurance environment.
15. A brain that defaults to process, structure and problem-solving.
16. Confidence with KPIs, performance metrics and making decisions when they're not popular.
17. Someone who can manage their time - and a team's - without losing the plot.
18. Acturis, MS Office, FCA rules… all the usual suspects.
The type of person who tends to succeed in this role
19. Likes fixing things more than maintaining them.
20. Doesn't sugar-coat problems but also doesn't create drama.
21. Thinks commercially, not bureaucratically.
22. Brings teams together instead of allowing office cliques.
23. Isn't allergic to change (because you'll be driving plenty of it).
If you want a role where you can genuinely shape a region, improve how teams operate, and help turn good people into a great team - this is the one.