Job Description – Broker Service Manager Role Title Broker Service Manager Reporting to: Service Delivery Manager Purpose of Role The Broker Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies. The role ensures the delivery of high-quality service to brokers, and internal teams, while driving operational excellence, compliance, and continuous improvement. Key Responsibilities Broker Contact & Service Excellence Lead telephony and live-chat teams to deliver first-class broker service. Monitor SLAs, quality scores, response times, and broker satisfaction. Act as escalation point for complex broker and broker queries. Back-Office Insurance Administration Oversee policy processing including adjustments, endorsements, cancellations, and documentation. Ensure all administrative tasks meet regulatory and quality standards. Support error resolution and manage operational queries from internal teams. People Leadership & Performance Management Lead, coach, and develop Broker Service Technicians and Administrators. Manage recruitment, onboarding, training, and continuous development programmes. Conduct regular 1:1s, call monitoring, coaching, and performance reviews. Operational Oversight & Continuous Improvement Review and optimise processes to improve efficiency and service delivery. Identify workflow improvements and support automation initiatives. Work closely with other teams to ensure seamless handoffs and operational alignment. Stakeholder Engagement Engage with all relevant stakeholders across the business. Provide regular reporting on service performance, risks, and broker insight. Represent Broker Services in operational meetings and cross-functional discussions. Governance, Quality & Risk Management Ensure compliance with internal policies and FCA/regulatory requirements. Conduct quality assurance checks across telephony and administrative functions. Manage complaint escalations in partnership with Complaints & Indemnities teams. Personal Qualities Professional, approachable, and empathetic leadership style. Broker-first mindset with a passion for service excellence. Calm under pressure with strong decision-making skills. Motivational, collaborative, and capable of driving team engagement. Proactive, solutions-driven, and committed to continuous improvement. What do we offer in return? A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond Reasonable adjustments We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*. If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require. *Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.