Supporting Your People: Recognising and Responding to Vulnerability in Insurance Teams.

Insurance teams, especially claims assessors, frequently support customers through some of the most difficult moments of their lives. Jacqui's career started within insurance as an insurance claims assessor, so she understands how repeated exposure to complex, emotional conversations can affect the employees handling them.

In addition there may be occasions where team members are experiencing challenges in their personal life and may therefore be vulnerable and require additional support.

This practical webinar will help team leaders recognise early signs that someone may be struggling, begin supportive conversations confidently, listen without rushing to solve, and agree meaningful workplace support. It will also clarify the boundaries of the team leader’s role and when concerns should be escalated appropriately.

Jacqui Turner is a multi-award-winning customer service and leadership training provider, global speaker, podcast guest and published writer. With a 30 year training career, including 20 years’ experience within the insurance sector, including roles with Lloyds TSB Insurance and HSBC General Insurance, Jacqui brings a deep understanding of the pressures, expectations and realities of customer-facing insurance environments.

Before setting up her business, Jacqui was the Leadership Trainer for Tesco, where she was awarded Welsh Contact Centre Trainer of the Year in 2015.

Today, through Turner Corner Learning Solutions, she helps organisations develop confident, capable team leaders and service professionals who improve customer outcomes and build stronger, more engaged teams.