Job Type: Permanent
Job Industry: Business Services
Contact Name: Lara Salmons
Job Location: Greater-manchester
Job Title: Business Support Manager
Job Salary: £27000 - £30000 Per Annum
Job Start Date:
1 To coordinate, audit and lead a team of Business Support and Management Information Coordinators.
2 Support in maintaining an excellent SLA to all internal and external customers.
3 Support the Head of Sales in the overall management of the Business Support team
You will have a team of Business Support Coordinators and Management Information Coordinators reporting to you, who you will assist in maintaining an excellent service level to all our clients.
You will be responsible for the day-to-day running of the team as well as their training and development.
You will be responsible for overseeing new starter inductions, training and daily management
Day to day responsibilities
1 Leading and setting clear performance targets for individuals and equally, for the team.
2 Conduct weekly quality checks of the Business Support team, comprising of a minimum of 3-5 quality checks per person on each core process and the bespoke MI reports to ensure the data accuracy of the Business Support team.
3 Emphasise and maintain a structured day throughout the department whilst ensuring an effective CRM system and overall client experience.
4 Ensuring all work in the Business Support team is carried out within the relevant SLAs.
* Average of 17 calls a day answered all within 3 rings
* Average of 27 leads per day allocated and actioned within 20 minutes
* Average of 8 client queries received and all actioned within 2 hours
* 9 Internal queries received per day and actioned within 4 hours
* Average of 49 daily new business, renewals, ad-hoc requests, change requests and cancellations, all required to be actioned the same day
* 3 Declarations received per day, all actioned within 48 hours
* 9 MI reports per day produced within 5, 10 and 15 days client depending
1 Maintain a high level of customer service and ensure support is given to the Head of Sales, Telesales team and Bids team when required.
2 Create and maintain dashboards and reports to ensure accurate reporting is available.
3 To lead by example and apply a ‘can do approach’ demonstrating enthusiasm, energy, and positivity in leading the Business Support team, whilst proactively looking to improve processes.
4 Compiling and sending the daily Verified Sales report and monthly Sales report to the senior management team.
5 Help the Head of Sales build and support a motivated and cohesive team, providing leadership and support to colleagues and peers.
6 Effectively managing all team absence, sickness and lateness in line with company procedure, ensuring that relevant paperwork is completed and saved to personnel files. Absence and lateness should be managed consistently in line with company polices.
7 Conduct formal 3 month, 6 month and annual reviews with the team.
8 To monitor, mentor and motivate the team to ensure that they are supported in their role and also performing to the best of their ability. Implementing necessary procedures to address any concerns identified.
9 Managing and implementing change effectively.
10 Demonstrate the ability to provide excellent customer service at all times.
11 To continue with any ad-hoc project work given by the Head of Sales.
The above describes the broad framework within which the post holder will operate. It will be subject to regular review with incumbent and the Company reserves the right to change or alter the duties contained therein to reflect the needs of the business and the personal and professional development of the post holder.
Essential skills and Competencies
1 Ability to organise and prioritise workload accordingly to ensure work is completed within a timely manner, and to motivate a team to ensure all work is completed within SLA to the highest standard.
2 Proactive suggestions for improvement and making efficiencies across the teams.
3 To maintain a professional and responsible attitude at all times whilst being an organised individual with strong attention to detail, accuracy and consistency
Desirable skills and Competencies
1 Experience in managing a team in a client or prospect client-facing role, with the ability to build rapport quickly and effectively.
2 Problem analysis and problem solving whilst being solution focussed.
3 To be able to work as part of a busy team.
4 To ensure effective communication is maintained at all times.
5 Able to work on your own initiative.
6 To ensure that departmental protocols are adhered to.
7 Microsoft Office experience including Excel, Word and PowerPoint.
8 The ability to apply knowledge in a practical, commercial manner
Why Join our Team?
This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy so we look for colleagues who have a positive and focused attitude. Through training and DEVELOPMENT, we make sure that everyone who works here has the resources they need to build their careers. So if you are ambitious, focused and a confident communicator you’ll soon discover that there are unlimited opportunities for you at Health Assured