Sales Support Team Leader; Health Insurance

The Sales Support Team Leader is responsible for the day-to-day leadership, performance and quality management of a Sales Support Team, ensuring the delivery of a first-class administrative and client support service to the sales function.

Reporting to the Operations Manager, this role combines hands-on technical expertise with people leadership, workload management, and quality assurance, acting as a key operational bridge between front-line delivery and operational management.

The role requires close collaboration with consultants, insurers, & internal stakeholders to ensure that all sales support activity is delivered accurately, compliantly and in line with agreed service standards, operational KPIs and FCA regulatory requirements.

A Team Leader will also maintain a small client portfolio to support our sales teams in delivering a professional client service and the administration of products across our commercial and/or consumer health, protection and wellbeing insurance ranges and/or workplace pension offering.

Key Responsibilities & Accountabilities

Leadership & People Management

• Provide day-to-day leadership and supervision of the Sales Support Team, ensuring tasks are allocated effectively and deadlines are met.
• Act as line manager for Sales Support Administrators, including regular 1:1s, performance feedback and absence management.
• Coach, train and mentor team members, supporting their ongoing development and progression.
• Deputise for the Operations Manager where required on Sales Support–related matters.
• Act as a positive role model, promoting professional standards, collaboration and accountability.

Operational Delivery & Quality Management

• Oversee the accurate and timely processing of new business, renewals and mid‑term adjustments across applicable product lines.
• Implement and maintain peer review and quality assurance checks, addressing errors, trends and training needs.
• Monitor team workloads, capacity and productivity, escalating risks or resource pressures as appropriate.
• Support the Operations Manager with the monitoring of operational KPIs, SLAs and service standards.

Client, Consultant & Stakeholder Support

• Act as the primary escalation point for complex or sensitive sales support queries from Consultants, Clients and Insurers.
• Maintain strong working relationships with internal and external stakeholders to ensure smooth service delivery
• Represent the Sales Support function professionally at meetings and internal forums when required.

Compliance, Controls & Best Practice

• Ensure all activity complies with FCA regulations, Treating Customers Fairly principles and internal policies.
• Handle customer and business data in accordance with GDPR and data protection requirements.
• Identify process improvements and efficiencies and work with the Operations Manager to implement best practice.
• Support the development and embedding of documented procedures and training materials.

General Responsibilities

• Maintain a safe and organized working environment.
• Undertake any other reasonable duties as requested by the Operations Manager, Directors or senior leadership team.
• Proven experience in a senior sales support or team supervisory role.
• Strong operational knowledge of at least 1 product area (Group Risk / Health Insurance / Private Medical Insurance) with a commitment to develop knowledge in additional product areas.
• Demonstrable leadership, coaching and people management skills.
• Excellent organizational skills with the ability to manage competing priorities.
• High levels of accuracy and attention to detail.
• Confident communicator with strong written and verbal skills.
• Proactive problem solver with the ability to identify and implement improvements.
• Ability to work under pressure while maintaining service quality.
• Strong working knowledge of company systems, CRM platforms and Microsoft Office.

Responsible For:

• Sales Support Team performance and day-to-day delivery.
• Quality assurance and workload management within Sales Support.
• Company laptop and associated equipment.

Qualifications

• Educated to GCSE standard or equivalent
  , including passes in Mathematics and English.
• Attained or a willingness to study for relevant professional qualifications.