Triage Manager

Location: Coventry

Closing date: Not specified

Hours per week: 37.5

Brookson Financial have an opportunity for an experienced Triage Manager to join their thriving financial service business.

You will be responsible for the day to day management of the Triage Team. This role will allow you to make a big impact using your previous sales experience to develop a new team as well as implement initiatives and incentives to reward achievements of targets, service levels and compliance  requirements.

You will report directly into the Head of Financial Services and work closely with other product managers within Brookson Financial to support the integration with the wider Brookson Group 


Brookson Financial were acquired by Brookson about 3 years ago. Since joining the Brookson Group they have experienced significant growth and now boast specialist teams for mortgages, protection and investment advice. We're passionate about developing people and heavily invest in qualifications within Financial Services to help our employees progress.



What you will do

  • Drive through the conversion of leads from all the primary channels to ensure that the maximum conversion levels are achieved
  • Ensure that the customer goes through an efficient, effective and seamless triage process to achieve maximum retention of advised calls
  • Implement a structure and process within the team that identifies areas to improve and initiatives to increase customer penetration rates
  • Develop systems that streamline and automate processes, decrease customer touchpoints whilst still providing a personalised service
  • Manage and take ownership of the referral activity and targets for departmental managers and provide relevant MI that is required to support this activity  
  • Understand the current and future capabilities of the team, ensuring the team have the skills and knowledge to carrying out their role effectively, identifying any gaps and training needs and implementing the necessary training to address
  • Regularly meet with team members via team meetings to ensure that staff are focused on delivering business objectives
  • Provide training, coaching and mentoring to the team members to ensure continuous improvement in performance and development
  • As with all Financial Services staff, they will be required to adhere to the following FCA Individual Code of Conduct rules.


The ideal candidate will have


  • A minimum of 3-5 years sales management experience 
  • Previous experience of working within a compliance regulated industry
  • Solid experience in motivating a sales team
  • Proven experience in reviewing processes to improve efficiencies 
  • Previous experience working in Financial Services 


What Brookson look for

  • Strong communication skills, both written and verbal
  • Strong organisation skills
  • Comfortable working under pressure
  • Solid people management skills 
  • Personable with the proven ability to build strong working relationships and influence 
  • Proactive attitude to work 


What Brookson can offer you

  • Annual bonus/performance bonus
  • 5% employer pension contribution
  • Study Support
  • 23 days annual leave
  • Buy and sell holiday scheme
  • Birthday day off
  • Structured Training
  • Free parking
  • Health Care cover
  • Life Assurance cover
  • Employee Discount Scheme


The closing date for this job has now passed.