We are recruiting for an Operations Manager (People Manager) for our in-house call centre, you'll be responsible for the day-to-day leadership of our sales and service team. You'll oversee Deputy Managers, Team Leaders and front-line agents, ensuring exceptional service delivery and adherence to key performance metrics. This is a hands-on role, requiring a balance of people management, operational oversight, and stakeholder engagement.
This position is based on site at our Southend office.
Established in 1983, Hood Group is a UK-based insurance services provider with over four decades of industry expertise. We collaborate with start-ups, consumer brands, and major insurers to deliver innovative insurance solutions. At Hood Group, we are committed to helping our partners, including John Lewis Partnership and Ticker Insurance, to transform their insurance propositions through pioneering business models and products.
Key Responsibilities:
* Leading, developing and motivating your team to consistently deliver outstanding customer experiences across phone, email and webchat.
* Ensuring your team meets key service levels and quality standards, including call handling, complaint resolution and customer satisfaction.
* Overseeing training, development and performance management, ensuring all team members reach their potential and remain compliant with regulatory standards.
* Building strong relationships with clients and senior internal stakeholders, acting as an ambassador for Hood Group.
* Driving continuous improvement in our processes and championing positive change within the contact centre.
What We Need From You:
* Proven experience managing teams in a fast-paced contact centre, ideally within insurance or financial services.
* Results-driven, commercially minded and able to make sound operational decisions.
* You excel at balancing people management with client relationship responsibilities.
* You are confident in analysing data to drive performance and make improvements.
* You have excellent interpersonal and communication skills, able to influence at all levels.
* Experience managing a team of 15-20 people for at least 12 months is beneficial
Why join us?
At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.
Our comprehensive benefits package includes:
* We are offering 31 days annual leave (including bank holidays)
* Employee Assistance Program
* Pension Scheme
* Health cash plan
* Incentive of £250 on refer a friend scheme
* Social company events, we want you to be part of the Hood Group community
* Employee Recognition Scheme - Hood Stars, we celebrate and recognise your contribution to Hood Group
* We will supply your laptop and any other necessary professional equipment as required