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WMI Team Leader

  • Job reference IFDS/TP/17446/10048
  • Job type Full Time
  • Sector Life & Pensions/Insurance
  • Location Basildon
This vacancy has now expired.


  • Monday to Friday, 12:30pm to 9pm
  • Every alternative Saturday 9:00am to 1pm
  • You will will work half day Wednesday (i.e. every alternative Weds) when you work the Saturday shift.

You will lead a team of 15 associates for the day to day running of the RIS administration. The team is responsible for all dealing, registration and enquiries on behalf of the management company.

You will gain the ability to provide exceptional service to all individual policyholders and group scheme administrators, via telephone and written communication.


  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • flex benefits scheme

Main Responsibilities

  • To ensure the team provides an effective & efficient service function to customers, mostly by post, but by any appropriate means of communication, to greatly enhance our reputation as a truly customer focused Company.
  • Respond positively to the goals of the team and RIS and actively add to its success.
  • Meet regularly with the RIS management team and discuss issues and ideas.
  • Display flexibility and adaptability at all times in response to challenging, changing environment.
  • Be prepared to achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Results Areas, both in terms of quality and productivity
  • Develop an understanding of all client profiles/products to be able to deliver outstanding customer service
  • Oversee team and actively seek and respond to feedback
  • Actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service to the customer
  • Develop and improve communication to ensure that IFDS operationally meets business requirements
  • All contact with our clients and their customers must of a high standard, whether written or verbal. Retain strong focus on professional standards and results, which directly contribute and impact business targets
  • Ensure that processes and procedures are appropriately controlled, monitored and documented.
  • To commit to personally putting the customer first and providing an excellent customer service at all times.
  • Ensure that individual performance reviews (monthly 1:1's) are completed and documented. Include any training plans and coaching sessions to motivate and develop team. These must include quality and productivity monitoring to coincide with ACE.
  • Produce progression plans for future stars
  • Ensure support and Personal Improvement Plans are in place for staff that are underperforming

Ideal Candidate

  • German, Polish or Spanish language
  • Ability to analyse and appraise work, to identify potential areas of concern that could lead to risk
  • Good verbal reasoning and numeric skills
  • Basic keyboard skills to include awareness of MS Office packages
  • IOC or equivalent, or commitment to study for OC or equivalent
NANorth America
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EMEAEurope, The Middle East & Africa

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