Do you have contact centre training & coaching experience?
Come and join us as our Training and Competency Adviser and support the NMUK Direct contact centre team here at Markel
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit among our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.
Join us and play your part in something special!
The opportunity:
It’s an exciting time to join Markel as our business grows and we currently have a n exciting new opportunity for a Training and Competency Adviser to join our team in Manchester.
The Direct Division offer a range of products including professional indemnity, public liability, employers liability, D&O, property, occupational personal accident, legal representation and employment cover, and cyber. Our distribution channels fall in to 3 key categories; markets which are created through direct to consumer channels; online or via our UK call centre, through our white label introducer network and our most recent development is the creation of our digital partner proposition providing API integrations into Insurtechs or broker platforms.
We have two retail brands that attract customers from different sectors of the micro/SME market;
Markel Direct has been running for 10 years and targets multiple sectors including IT, fitness, Therapists, Photographers and Charities & Community Group.
Caunce O’Hara offers specialist insurance to contractors, consultants, freelancers, self-employed professionals and to the oil & rail sectors.
We have set the strategy to double the size of the business by 2030, having previously doubled the size since 2019. We have seen successful and profitable growth and see specialist insurance solutions as the way to continue to deliver that ambition.
What you’ll be doing:
Supporting the management of compliance and risks across the department
Own and deliver training and competency programs across the Direct business function, assessing the overall success as well as individuals competency
Complete and develop training needs analysis, with a significant emphasis on delivering a first-class customer experience
Embed operational KPIs in support of productivity goals
Embed the organisational culture and values across the team
Focus on performance management reporting outcomes to Team Leaders, Head of Operations, and Divisional Director, with suggestions to improve success
Work with internal and external partners to lead process improvements across the competency portfolio to drive success across the function
Our must haves:
Experience in the insurance or financial services sector would be beneficial
Demonstrate customer service / sales expertise within a call center environment, with proven success in delivering improvements
Adopt a coaching and mentoring style
Maintain a customer-focused approach and attention to detail, while being a confident communicator, with the ability to influence a variety of stakeholders
Exhibit excellent organisational skills while being flexible enough to adapt to changing circumstances
Work closely and flexibly with other team members
Demonstrate a high level of professionalism, integrity, and commitment
Thrive in a fast-paced environment
Bring a hands-on approach, with high energy levels and self-motivation
Have experience in coaching and developing small teams
Who we are:
Markel Corporation (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further
What’s in it for you:
A great starting salary plus generous annual bonus & strong benefits package…
25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!
Are you ready to play your part?
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.
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