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Vacancy Information

Admin Team Leader
Vacancy Reference Number:1706-13TW
Location: North West
Description: Our client is looking for a Team Admin Manager to join their team.

To support the Head of Client Support Services (HCSS) on day to day basis and to manage all of the Micro teams administration both for the team and the clients. Ensure the team are working closely with their EBCs and are supporting and managing SLAs appropriately to fall in line with business requirements for each of their portfolios. Ensuring the teams knowledge is kept up to date on all insurer changes. Key areas of responsibility

  • Team leader
  • People developer
  • Technical knowledge
  • Reporting


  • Maintain own self-development and where possible, attend staff training arranged by the sales / administration team and recognise the need for staff training within own team
  • Assist in maintaining good working relationships with insurance companies & Key contacts with Micro Clients
  • Adherence to and complete awareness of the guidelines of the company staff handbook
  • Support and offer new starters full new starter pack and HR issues discussed
  • Any other duties as requested from time to time by the management team and/or Directors
  • Awareness of the rules and regulations and practice requirements of all regulatory procedures including the Financial Conduct Authority, Data Protection Act, Money Laundering, Telephone; Email, Mailing and Facsimile Preference Services, and any other regulatory practices introduced or superseding the aforementioned authorities. Requirements:
  • To manage and support the team to administer a portfolio of Micro Team Clients.
  • To manage and support the team to maintain and develop our computerised customer and prospect database OrganiseIT
  • To manage the team to ensure all processes are adhered to daily
  • Obtain renewal terms from insurers and provide key details of premiums and members to the administrators to collate and pass to the Employee Benefit Consultants for their Micro portfolio of company clients
  • Record, report and ensure the team are hitting the KPIs set on a daily / weekly / monthly basis
  • Ensure that the team are informing insurers of any changes made within the companies membership lists we hold
  • Performing Spot-checks on teams work including listening to telephone calls and recording this information daily and feedback once a month
  • Assist in handling claims via email, post or telephone for the Micro clients
  • To manage and support the team so that all documentation received from insurers are correct and then distribute to each client through
  • Email / post
  • Ensure the team are liaising with insurers when any documentation is received to ensure correct and ensuring that any mistakes are rectified within a short timescale
  • To manage and support the team to ensure correct invoices are issued to the client by the insurer and follow through to payment
  • Ensuring that all information received is treated properly by complying with the Data Protection Act
  • To manage and support administrators to complete renewal reviews and reports for the adviser to take to client
  • To manage and support administrators to submit business on our database and ensure all renewal details are sent to the insurer
  • High number of calls & emails are received so you will need to maintain full records of all calls and emails from and to clients and insurers and updating database with a trail. To also document these calls & emails on a daily basis for reporting on KPIs and spot checks.
  • Being an active team member supporting all members of the team with day to day tasks
  • Develop and maintain valuable relationships
  • Become confident in dealing with any HR issues that arise within your team with the support of your Line Manager
  • To work as part of a team to achieve the departmental standards.
  • To work together with other departments and divisions within the organisation to identify any process improvements and improve standards, efficiency and profitability.

    Personal Specification

  • Possess a good educational background with basic IT literacy and navigational skills
  • Excellent communication and interpersonal skills
  • Organisational and self-management skills
  • Professional telephone manner
  • Confidence, adaptability and excellent leadership skills
  • Management experience and leading a team previously
  • Flexible attitude, good team player with a sense of humour and a highly developed sense of personal initiative
  • Manage a team, providing direction and support to the administration function of the Micro Portfolio
  • Ensure the team develop and maintain relationships and high levels of customer service with existing portfolio clients
  • Act as a role model and ambassador for team members
  • Ensure the team are up to date on all compliance matters
  • Ensure the team are up to date with insurer knowledge and changes to process internally
  • Ensure the team meet all monthly deadlines e.g. Renewal terms are received from insurers, Submissions complete for month end, Spot Checks and Workloads completed
  • Undertake one to ones twice a year with own team and report back to HCSS
  • Prepare and chair team meetings, attend fortnightly Micro meetings with Team Manager in Micro Sales
  • Assist in implementing new acquisitions ensuring 1st class service is delivered and maintained
  • Ensure the relationship between Micro Sales & Admin is maintained and strong
  • Ensure team are up to date with the administration of their portfolio & carry out market reviews when necessary as agreed for the Micro process

    Knowledge & Experience:

  • To ensure that a high level of understanding and knowledge of organisations products and systems.
  • Ensure that customer queries can be dealt with accurately and appropriately and supported by the department.
  • To take responsibility for own personal development in line with the agreed annual performance objectives.
  • Such other duties as the management may from time to time reasonably require
  • Experience in Insurance industry preferable
  • Experience in Leading a Team and Management experience preferable
  • A working knowledge of how to operate Word, Excel and E-mail
  • Well-developed communication skills, both written and verbal
  • Excellent customer focus
  • Good time management
  • Clear telephone manner and clear listening skills
  • Team player
  • Confident in leadership skills
  • Flexible approach, prepared to work longer hours as business needs suggest
  • Attention to detail is crucial
  • Demonstrates drive and positive approach to work and determination and motivation to achieve targets

    How to apply: To apply for this role, please forward your CV in confidence quoting reference 1706-13TW alternatively If you would like more information about this opportunity, please contact Anthony Weall on 0845 543 6288. Due to the high volume of applications that we receive, if you do not hear from us within 7 days unfortunately your application has been unsuccessful.

    For more information contact us at jobs@irsrecruitment.co.uk and attach your CV