Deputy Renewals Manager

Scout Association

Hours
35 hours per week

About the Organisation

Scouts and everyone are welcome here - all genders, races, and backgrounds. We give over 400,000 4–25-year-olds the skills they need for school, college, university, and the job interview: the skills they need for life. Right across the UK, we’re helping young people gain skills for life and find their place in the world. We help them speak up, play their part, and shine bright. Scouts is the place to be yourself and find yourself.

These are young people who are not afraid to stand up for what they believe in, to do the right thing, and to think of others before themselves. At a time when communities sometimes feel divided, Scouts brings people together. We’re building stronger communities and contributing to a stronger society. All this is made possible by the generosity of our adult volunteers.

Now’s a challenging time for us all, but Scouts has never been more important - giving young people purpose, hope, and a place to belong. With the launch of Squirrels for 4–6-year-olds, and opening more units in even more areas of deprivation, we’re making more of a difference than ever.

About the role

The job holder will ensure at all times the team provides a high-quality, efficient, and responsive service to customers, maintains consistency of service, and manages resources to meet service levels, whilst meeting the unit’s core annual income targets. You will ensure the team is working compliantly and following procedures, coaching, training, and monitoring all aspects of their work on a day/day basis, meeting overall performance, and be the first line of support for your team on all matters, including complaint handling. Be responsible for the day/day management of the team, which comprises telephone-based insurance account handlers.

Act as an Existing Business Team Leader to the Renewal Manager for Unity's portfolio of clients, comprising individual Scout and Guide groups or other external small charity clients for their insurance requirements. Ensure efficient administration and management of their policies and the overall client relationships through excellent customer service. Additionally, encourage them to purchase any additional insurance needs from Unity to meet the company's business objectives. Responsible for achieving revenue targets for both retention and growth of existing business.

Responsibilities

Key Accountabilities:

• Drive individual and team performance through coaching, performance management, and motivation
• Deputy to the Renewal Manager, assisting the team to drive results
• Working with the Compliance and Internal Audit teams to ensure that agreed business procedures are complied with.
• Deputy to the Renewal Managers' responsibilities by ensuring the team understands requirements and SLA’s
• Act as a customer champion by monitoring standards of call performance and seeking feedback to enhance the customer journey
• Work with the management team on the placement strategy
• Ensure accuracy, efficiency, and professionalism when dealing with both client and insurer and conducting related administration work:
  • New business
  • Renewals
  • Midterm Adjustments
  • Claims
  • Queries
  • Premium financing arrangements
  • Cover note issuance
• Ensure all business activity fully complies with FCA regulation and company procedures as detailed in the Conduct Polices and Guides to Best Practice.
• Handle any complaints in accordance with the regulation, the Company’s Conduct Policy and Guide to Best Practice.
• Conduct learning, training, and assessment exercises in accordance with the individual T&C scheme applicable to you. Identify further areas for own development as required.
• Achieve and maintain a high level of customer service and promote exceptional customer care standards at all times.
• Develop and maintain a professional working relationship with all clients and provide expert product advice and guidance
• Actively secure renewal business by re-broking existing business to ensure the client is presented with the most suitable and cost-effective cover.
• Promote and increase the use of in-house premium finance from insurer schemes.
• Support the Account Executive with duties where required. 

Compliance:

• Be aware of the contents of the company’s Guides to Best Practice and ensure a full understanding of the following subjects, as a direct relation to the role. Ensure full compliance to the procedures contained within the Guides
  • Commercial business
  • Consumer business (if applicable)
  • Consumer Credit
  • Complaints
  • Contract Certainty
  • Errors & Omissions
  • Training and Competence
  • Conflicts of Interest
  • Treating customers fairly
  • Whistle Blowing
  • Financial Crime
  • Data Security and General Data Protection Regulator
  • Record Keeping
• Ensure compliance with the company’s employment policies and procedures as contained within the Employee Handbook.
• Ensure compliance with the Individual Conduct rules and Conduct policies.
• Ensure all other company practices and procedures are followed and adhered to.
• Where appropriate, take responsibility for meeting the reporting requirements of the FCA
• Where required, ensure staff are adhering to FCA compliance. Perform regular file and sales audits.

Treating Customers Fairly:

• All employees are responsible for engaging with the senior management of the firm in ensuring that our customers are consistently treated fairly and for observing all of the firm’s TCF procedures.

Professional Development:

• Conduct learning, training, and assessment exercises in accordance with the individual T&C scheme applicable to you. Identify further areas for development as required.
• Attend supervision sessions, team and management meetings as appropriate.
• Attend in-house training and external training courses as agreed.

Insurer Underwriters:

• Develop and maintain effective and valuable relationships with insurers and underwriters for the benefit of the company and its clients.
• Comply with the administration requirements of any given insurer.
• Assimilate all company literature circulated by the firm or its agencies.

Security:

• Ensure personal data (client and employee) is secure, held, and properly utilised in accordance with the principles of the Data Protection Act (2018) and Company policies.
• Work at all times within strict confidentiality guidelines and the principles of the Data Protection Act (2018) and Company policies.
• Report any potential breaches, including weaknesses in current systems

Administration:

• Prioritise all client communication and ensure it is actioned in a timely way and in accordance with company procedures.
• Maintain all computer and paper files in accordance with company standards (which should be fully compliant with FCA).

General:

• Ensure the Health and Safety manual is followed, and the office is kept clear and presentable, clear of obstructions at all times, ensuring that all deliveries, parcels, post and messages are given to the appropriate person promptly.
• Undertake any other reasonable duties as directed by your line manager. 

Skills, Competencies, Experience & Attributes

Skills & Abilities:

• Must be able to advise on, sell and service all classes of commercial insurance products
• Passionate about training and developing people in your team
• Positive attitude and ability to deal with difficult situations and customers
• Ability to develop solutions for customers' insurance requirements
• Sales, influencing and negotiation skills to achieve targets and best outcomes for customers
• Excellent customer service skills
• Good communication and interpersonal skills
• Planning and organisation skills
• Ability to work to deadlines and under pressure
• Excellent verbal and written communication skills
• Ability to make timely decisions and exercise sound judgment in critical situations
• Ability to be flexible, dynamic and adaptable to change

Knowledge, Experience & Qualifications:

• Experience of youth charities and their insurance needs
• Experience working in the commercial insurance industry
• Computer literate and experience in using insurance systems
• Knowledge and experience of FCA Compliance and TCF practices
• Must be able to demonstrate experience in insurance broking
• Professional insurance qualifications – Cert CII or Diploma in Insurance

Personal Qualities:

• An excellent role model who promotes high standards of integrity and commands trust and confidence from others
• An effective team player who is assertive, energetic, determined, robust and sufficiently resilient to cope with the demands of the role
• Takes personal responsibility for actions and decisions, and takes initiative to make things happen
• Sets the standard and clearly demonstrates by personal example the behaviours required of team members

Compensation & Benefits

• 28 days’ holiday, rising to 32 days after 2 years’ service, plus extra days at Christmas
• Flexible working hours and hybrid options
• Work in a way that suits you, your role, and your department
• Double-matched pension up to 10% of gross salary

Working locations

• Lancing, West Sussex, United Kingdom

How to apply

• Please submit an online application by 11:59 pm on Sunday, 19th April 2026.
• If you'd like to find out more to see if this role suits you, we'd be very happy to have an informal chat; please contact [email protected] to set up a call or virtual meeting.
• To help us monitor the application of our Equality, Diversity & Inclusion Policy, we’d be grateful if you'd also complete the Recruitment Monitoring questions on the Application Form. 
• Before making an application, please make sure that you’ve read the Recruitment and Selection Policy
• Please note that we reserve the right to close this vacancy early should we receive enough suitable applications.

Interviews

• Interviews will be conducted on a rolling basis until the position has been filled.

Policies

The Scouts is an equal opportunity employer, and we are committed to fostering an inclusive environment where everyone feels valued and empowered to contribute. We offer flexible working arrangements to support diverse needs and lifestyles, ensuring that our teams can thrive both professionally and personally. We welcome and encourage applicants from all walks of life, believing that varied perspectives strengthen our innovation and community. Your unique experiences and ideas are essential to our success, and we look forward to hearing from all voices.

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