New and Existing Home Insurance Team Manager Review

I manage a team of up to 12 people, this involves absence, investigatory meetings including disciplinary, coaching and feedback. The team I manage are telephony based. On a daily basis I make sure the team's performance is inline with the department and offer support when needed. I also get involved in projects within the department which helps me interact with different areas in the bank.

I have done 2 courses through Lloyds banking, the first was Emerging Leaders Programme and the second was service excellence which helps you learn how to take the lead on projects. I have also learnt how to have difficult conversations and also to coach people on having a difficult conversation which I observe and feedback.

Currently 5 months in and so far the programme has been what I expected, some of the material I have already done but it is nice to refresh. Some of the courses go into more detail but some are very high level and don’t go into enough detail. They are very interactive which is great and the people rolling them out also make sure everyone gets involved.

Internal recognition is really good within the group and they are very good at helping you develop in role. My manager in particular gives on the spot feedback and recognises the hard work we put in. The department also has quarterly recognition ceremonies that give everyone the chance to recognise others.

At the moment there have been issues with the online coursework which I have reported and currently still not fixed, this does slow down the course. The programme at first isn’t explained very well and the expectations are also not very well explained. Due to the nature of our role it is hard to find the time to do the amount of online work and really put the effort in the course needs. I think if we had more catch ups it would help.

With us only been on the course we haven't had much support and we also didn’t get the learning logs till 3 months in. We have only seen our Tutor twice since the start of the course. Work has allowed us to take time to do the course but it is hard to juggle the amount of coursework and our day to day role.

We have received support from our work place and my manager is understanding of the amount of work that needs to be done, however he also wasn’t aware of the amount of work that was involved. He asks for regular updates and speaks to me about it in 1-2-1’s. Overall these last 5 months he has made sure he is available if needed.

My salary is enough for me to live on and cover costs, other benefits I receive include my mortgage so this also reduces my monthly outgoings. We can have other benefits through a scheme at work called ‘Flex’ this ranges from childcare to dental treatment so overall it is sufficient for my needs.

As I work in Leeds there are a lot of companies that offer similar roles in contact centres with similar benefits, the courses I have done whilst at work are also a benefit if I did want to look for a new role. Other managers have moved on to other companies in the area and there are a lot of job sites available.

Yes

I would recommend Lloyds as a place to work; I have been here 5 years and progressed to manager 3 years ago. The job is enjoyable and there are a lot of other things to get involved in, the progression within the bank is also very good with a lot of different areas to move into.

Research the group and the job you are applying for it’s always a bonus to have an understanding of what’s expected, make your application relevant to the role and try to keep it to the point. Prepare a few examples beforehand and keep them specific rather than generic as this doesn’t allow the assessors to get a good feel for what the candidate would do in a particular situation.