Job Role: Team Leader
Location: New Milton
Hours: 35 hours per week (Monday to Friday)
JOB PURPOSE
To act as a Team Leader in the best interests of the company. This role will primarily be responsible for supervising and developing a team of insurance advisors, handlers, or administrators to deliver high‑quality service, operational efficiency, regulatory compliance, and strong client outcomes. The role involves ensuring day‑to‑day performance, coaching colleagues, managing workload distribution, and acting as the first escalation point for operational or customer issues.
KEY RESPONSIBILITIES
Leadership & Team Management
- Provide day‑to‑day leadership, support, and guidance to the team.
- Conduct regular 1:1s, performance reviews, and coaching sessions.
- Create a positive, inclusive, and high‑performance team culture.
- Manage team planning, workload delegation, and resource allocation.
Operational Delivery
- Oversee accurate processing of insurance policies, renewals, endorsements, and cancellations.
- Monitor and improve team performance against KPIs (accuracy, turnaround times, customer satisfaction).
- Identify operational bottlenecks and drive process improvements.
Risk, Compliance & Governance
- Ensure all insurance processes comply with internal policies, FCA and industry regulations.
- Maintain high standards of data quality and confidentiality.
- Support audits, risk assessments, and compliance reviews.
- Ensure documentation and records are accurate and up to date.
Stakeholder Management
- Act as the escalation point for complex queries, complaints, or technical guidance.
- Build strong relationships with wholesale brokers, insurers and internal departments.
- Support the Broking Manager/Director of Insurance with reporting, analysis, and decision‑making.
Continuous Improvement & Reporting
- Analyse data to identify trends in claims, policy issues, errors, or operational challenges.
- Develop and implement improvement plans.
- Produce regular reports for senior management on team performance and productivity.
Key Skills & Competencies
Technical Skills
- Strong knowledge of Real Estate insurance products and principles.
- Understanding of claims management processes.
- Familiarity with regulatory frameworks (e.g., FCA, GDPR).
- Good data analysis and reporting capability (excellent Excel skills, Acturis, BI tools).
Leadership & Behavioural Skills
- Inspiring leadership and coaching skills.
- Strong communication and interpersonal capabilities.
- Excellent problem‑solving and decision‑making.
- Ability to manage conflict and resolve escalations effectively.
- High attention to detail and accuracy.
- Customer‑centric mindset.
- Ability to adapt to changing demands and priorities
- Self-motivated to achieving targets planning
- Results driven mind-set
- Manages change and ambiguity
- Takes initiative for seeking opportunities
- High level of empathy and engagement to gain trust
- Highest degree of ethics and integrity in client focus
- MS Office proficiency with excellent Excel skills
Experience & Qualifications
- Experience in an insurance environment (Underwriting, Claims, Broking, or Insurance Operations).
- Prior team leadership or supervisory experience.
- Professional insurance qualifications (Cert CII or working toward) preferred.
- Experience in process improvement or operational excellence beneficial.
Who are we?
Knight Square Insurance is a highly respected, trusted broker specialising in providing comprehensive insurance cover for property management companies, resident management companies (RMCs) and right to manage companies (RTMCs). We offer a range of products including Directors and Officers Insurance, Buildings and Estates as well as Terrorism Insurance, Engineering Inspection and other insurance for homeowners, landlords and tenants.
What We Offer:
At Knight Square Insurance we believe our people deserve the best, just like our customers. That’s why we provide the tools, training, and support you need to thrive, alongside a competitive salary, great range of benefits, hybrid working following probation sign off, free parking and much more!
We're committed to creating a supportive, inclusive workplace where everyone can succeed.
Diversity and Inclusion:
At Knight Square Insurance, we’re committed to building a diverse and inclusive workforce and recruit based on merit. We welcome applications from everyone, including those interested in job share opportunities.
As an inclusive employer, we provide equal employment opportunities to all qualified candidates. If you have any accessibility requirements or need adjustments at any stage of the recruitment and selection process, please contact our team, we are happy to support you.
Ready to apply:
Click the ‘Apply’ button below to begin your application. You’ll be asked to upload your CV and answer a few short questions. As part of the process, you may also be invited to complete online verbal and numerical reasoning tests.
Please note that, due to the nature of our sector, all roles are subject to an Enhanced DBS check, as well as a bankruptcy and financial background screening.
If you meet the criteria for the role, we’ll be in touch to arrange a brief telephone interview. Shortlisted candidates will then be invited to a first-stage interview with the hiring manager and a member of our team.
Due to the high number of applications we receive, we may not be able to contact everyone individually — but we truly appreciate your interest in joining Knight Square Insurance.