Job title: SME Team Leader

Salary: £50,000

Location: Maidstone – Hybrid (3 days office-based)

PURPOSE OF ROLE

An exciting opportunity has arisen for an experienced insurance professional to join a growing SME Broking Operations team as a Team Leader.

This role will be responsible for leading, supporting and developing a high-performing team, ensuring clients receive a consistently excellent level of service while maintaining strong operational, quality and compliance standards.

You will play a key role in creating a positive and accountable team culture, managing performance and workloads, and supporting ongoing improvements across the business.

RESPONSIBILITIES

• Lead, motivate, coach and develop a team of SME insurance professionals.
• Take ownership of team performance, service delivery and operational effectiveness.
• Ensure high standards of client service, quality and professionalism are consistently maintained.
• Manage workloads, resources and priorities to ensure efficient delivery.
• Support FCA compliance, Consumer Duty and regulatory requirements across the team.
• Build an engaged, collaborative and accountable team environment.
• Identify opportunities to improve processes, efficiency and customer experience.
• Use data, feedback and performance information to identify trends and drive improvements.
• Work closely with Broking Operations, Sales and Distribution and wider business stakeholders.
• Support change initiatives and encourage best practice and knowledge sharing.
• Contribute to wider business and divisional objectives through effective people leadership.

DAY-TO-DAY

• Managing the team's workload, performance and priorities.
• Providing regular coaching, feedback and development to team members.
• Supporting colleagues with complex issues and operational decisions.
• Monitoring service levels, quality and customer outcomes.
• Identifying areas for improvement and implementing practical solutions.
• Working with internal stakeholders to resolve issues and improve processes.
• Ensuring the team operates in line with regulatory and compliance expectations.
• Creating a positive, inclusive and high-performing working environment.
• Supporting colleagues through business, market and regulatory changes.

EXPERIENCE

• Previous experience leading or managing a team within insurance, broking, client service or an operational environment.
• Proven experience coaching, developing and supporting colleagues.
• Experience managing workloads, resources and team performance.
• Good understanding of FCA requirements and Consumer Duty principles.
• Experience working within an insurance broking environment.
• Experience using Acturis or a similar insurance platform.
• SME insurance or commercial broking experience would be advantageous.
• Experience of quality reviews, audits or compliance monitoring would be beneficial.
• Cert CII qualified or working towards an insurance qualification would be desirable.
• Experience supporting process improvement or business change would be advantageous.

SKILLS

• Strong people leadership and coaching skills.
• Excellent communication and stakeholder management abilities.
• Customer-focused with a strong commitment to positive client outcomes.
• Organised with excellent attention to detail.
• Commercially aware and able to balance client, people and business priorities.
• Confident decision-maker who can manage competing demands.
• Proactive, adaptable and solutions-focused.
• Strong relationship-building skills.
• Able to motivate others and create a positive team culture.
• Committed to continuous improvement and developing others.
• Accountable and able to lead by example.

 you have the relevant experience or know someone who does, please contact Joe Cappalonga on 07458 162842 or email joe@lawesgroup.co.uk