Key responsibilities & Accountabilities* Supervising and mentoring Enquiry Administrators to ensure adherence to established procedures and standards.* Providing comprehensive training to new Enquiry Administrators, ensuring they understand Clients specialist insurance offerings and workflow processes.* Monitoring the performance of Enquiry Administrators to ensure productivity and accuracy in submission processing.* Reviewing submissions logged by Enquiry Administrators for accuracy, completeness, and compliance with company guidelines* Conducting regular performance evaluations and providing constructive feedback to Enquiry Administrators.* Collaborating with the Underwriting Support Manager to implement improvements in enquiry logging processes and systems.* Serving as a point of contact for Enquiry Administrators, addressing queries and providing guidance as needed.* Compiling and presenting regular reports to the Underwriting Support Manager on enquiry logging metrics, including turnaround times and accuracy rates.Skills & Ability* Leadership and interpersonal skills, with the ability to motivate and inspire team members.* Excellent level of attention to detail including accurate written and numeracy skills;* Good command of the English language, both spoken and written;* Good communications skills, courtesy and patience.* Problem-solving skills, with the ability to resolve issues efficiently and effectively.Educational QualificationsGCSE or equivalent.
Minimum 1 year of experience in a customer support or technical support role.
Strong technical background with the ability to understand and explain complex systems.
Excellent verbal and written communication skills.
Strong problem-solving and troubleshooting abilities.
Customer-focused mindset with a passion for delivering excellent service.
Experience with ticketing systems, CRM tools, and remote support platforms is a plus.
Ability to work both independently and collaboratively in a fast-paced environment.
