Support Bay Lead

1 week ago


Dublin, Dublin City, Ireland FBD Holdings plc Full time

Working closely with and reporting to the Sales & Performance Manager, your key responsibilities will include:

  • The primary function will be to assist and support our new recruits ensuring they have a key point of contact in their new role, this will include training on the following:
  • Introduction to Stats & Bonus
  • Call Evaluations
    • Provide feedback from call evaluations completed by the Quality Dept
    • Complete 3 call evaluations per agent and provide feedback
    • Sales Coaching
  • Mirroring a bonus/ Fronting refresher
  • WFH equipment
  • How to manage dealing with underwriters
  • Discounts and non-loads
    • SharePoint discount guide navigation
    • Discount Criteria
  • Hand over report to Team leaders- template with KPI and current weekly KPIs
  • Training in customer overviews. (stepping back and evaluating customer)
Job Responsibilities
  • Work in a collaborative way with the Training function to align findings from Sales Coaching with Support Bay agents and ensure this feeds to their plan – agree a timeline for delivery with agreed measurable success factors.
  • Work with all agents in the Support Bay to ensure they are confident in their role prior to moving to their team.
  • Liaise with each Team Leader and give feedback on all agents prior to moving to their team.
  • Ensure all sign off procedures are followed and can be evidenced.
  • Work alongside the QA Buddy and the allocated Team Leader to deliver encouragement and handle day to day queries.
  • Liaise with our Trainer and identify any training requirements.
  • Ensure our new recruits are integrating and adapting to a new challenging environment.
  • Assist with any training requirements across MSC as required.
  • Facilitate Adhoc requests from the business in order to deliver on customer experience and identify gaps.
  • Assist with mock calls when required and maintain a relationship with our new agents from day one of training.
  • Delivery of training sessions as and when required.
Education
  • Hold a third level qualification and/or appropriate professional qualification and be APA, CIP qualified or Grandfathered in the area of selling personal and commercial insurance.
Experiences
  • Ability to self-motivate and work on own initiative and also work as part of a team.
  • Strong resilience.
  • Target driven, solution focused and results orientated.
  • Proactive approach.
  • Proficient in MS Office Suite – MS Word, Excel, PowerPoint.
  • Leadership.
  • Problem solving.
  • Strong organisational skills.
  • Meet regulatory requirements as described in the Minimum Competency Code (Source: Central Bank, 2011) and Fitness and Probity Standards (Source: Central Bank, 2012).
MCC

Under the Central Banks fitness and probity regime, this role carries the following Controlled Function designation: CF3.

This role sits within Pay Band B of FBD's Commercial's Pay band.

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FBDis an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances.

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