---

Job description

We're looking for an experienced and motivated Branch Manager to lead our friendly team at a well-established insurance brokers in Northern Ireland. This is an excellent opportunity for someone with strong leadership skills, a customer-first approach, and a solid background in the insurance industry. You'll be responsible for driving business performance, supporting and developing your team, building lasting client relationships, and ensuring the branch continues to deliver exceptional service while achieving its growth objectives.

Responsibilities

• Monitor branch performance using key performance indicators (KPIs) and implement action plans where required.
• Lead, motivate and develop the branch to achieve individual and collective business objectives.
• Create a positive working environment that promotes teamwork, accountability and high performance.
• Conduct regular one-to-one meetings, performance reviews and coaching sessions.
• Identify training requirements and support colleagues in achieving professional development objectives.
• Drive new business generation and maximise opportunities for cross-selling and upselling across all insurance products.
• Ensure the delivery of consistently high standards of customer service across all areas of the branch.
• Handle customer enquiries, complaints and referrals in a professional and timely manner
• Ensure the branch operates in full compliance with FCA regulations, the Financial Services and Markets Act, Consumer Duty requirements, GDPR and internal company policies.
• Promote and maintain the principles of Treating Customers Fairly
• To carry out audits on incoming calls and enquiries to monitor response times and the accuracy of information provided.

Skills and Qualifications

Essential Skills

• Educated to GCSE standard including a minimum of Grade C in Maths and English.
• Competent in Microsoft Office and insurance broking systems.
• Excellent telephone manner, customer service skills and the ability to work under pressure.
• Ability to gather and analyse information from the customer.
• Ability to identify and match the products available with customer requirements.
• Ability to persuade and influence others.
• Identify opportunities to improve productivity, customer experience and commercial performance.
• Excellent communication and interpersonal skills.
• Strong organisational and time management skills.
• Excellent decision-making and problem-solving abilities.
• Ability to work effectively under pressure while maintaining excellent customer service standards.

Desirable Skills

• Previous experience of 5 or more years within the Personal Lines Insurance Industry