Job Description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Sales Support Leader:

Location: Bournemouth

Salary: Negotiable

The Sales Support Team Leader is responsible for the day-to-day leadership, performance and quality management of a Sales Support Team, ensuring the delivery of a first-class administrative and client support service to the sales function.

Reporting to the Operations Manager, this role combines hands-on technical expertise with people leadership, workload management, and quality assurance, acting as a key operational bridge between front-line delivery and operational management.

The role requires close collaboration with consultants, insurers, internal stakeholders the Operations Manager and Operations Director to ensure that all sales support activity is delivered accurately, compliantly and in line with agreed service standards, operational KPIs and FCA regulatory requirements.

A Team Leader will also maintain a small client portfolio to support our sales teams in delivering a professional client service and the administration of products across our commercial and/or consumer health, protection and wellbeing insurance ranges and/or workplace pension offering.

Key Responsibilities & Accountabilities

Leadership & People Management

• Provide day-to-day leadership and supervision of the Sales Support Team, ensuring tasks are allocated effectively and deadlines are met.

• Act as line manager for Sales Support Administrators, including regular 1:1s, performance feedback and absence management.

• Coach, train and mentor team members, supporting their ongoing development and progression.

• Deputise for the Operations Manager where required on Sales Support–related matters.

• Act as a positive role model, promoting professional standards, collaboration and accountability.

Operational Delivery & Quality Management

• Oversee the accurate and timely processing of new business, renewals and mid-term adjustments across applicable product lines.

• Implement and maintain peer review and quality assurance checks, addressing errors, trends and training needs.

• Monitor team workloads, capacity and productivity, escalating risks or resource pressures as appropriate.

• Support the Operations Manager with the monitoring of operational KPIs, SLAs and service standards.

Client, Consultant & Stakeholder Support

• Act as the primary escalation point for complex or sensitive sales support queries from Consultants, Clients and Insurers.

• Maintain strong working relationships with internal and external stakeholders to ensure smooth service delivery

• Represent the Sales Support function professionally at meetings and internal forums when required.

Compliance, Controls & Best Practice

• Ensure all activity complies with FCA regulations, Treating Customers Fairly principles and internal policies.

• Handle customer and business data in accordance with GDPR and data protection requirements.

• Identify process improvements and efficiencies and work with the Operations Manager to implement best practice.

• Support the development and embedding of documented procedures and training materials.

General Responsibilities

• Maintain a safe and organized working environment.

• Undertake any other reasonable duties as requested by the Operations Manager, Directors or senior leadership team.

Key Skills & Competencies

• Proven experience in a senior sales support or team supervisory role.
• Health insurance experience

• Strong operational knowledge of at least 1 product area with a commitment to develop knowledge in additional product areas.

• Demonstrable leadership, coaching and people management skills.

• Excellent organizational skills with the ability to manage competing priorities.

• High levels of accuracy and attention to detail.

• Confident communicator with strong written and verbal skills.

• Proactive problem solver with the ability to identify and implement improvements.

• Ability to work under pressure while maintaining service quality.

• Strong working knowledge of company systems, CRM platforms and Microsoft Office.

Responsible For

• Sales Support Team performance and day-to-day delivery.

• Quality assurance and workload management within Sales Support.

• Company laptop and associated equipment.

Qualifications

• Educated to GCSE standard or equivalent, including passes in Mathematics and English.
• Attained or a willingness to study for relevant professional qualifications.

For more information please apply online or contact Dan Hurley.

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.