Overview
Do you enjoy coaching and mentoring others on providing brilliant service to every customer? Are you looking for a job with line management opportunities, where you will be leading and inspiring colleagues to meet team goals? If so, we’d love you to apply for our Team Leader opportunity in our Motorhome and Motorbike insurance team.
Key Responsibilities
In this role, you will be managing a team of up to 10 call centre agents who are all currently performing to a high standard. Some of your main responsibilities will be:
* Motivating, developing, and empowering a high-performing team of Call Centre Agents to deliver results and exceed targets.
* Driving daily success through smart call centre management: handling inbound/outbound activity efficiently, managing call queues, and hitting service level agreements.
* Coaching and mentoring your team. Celebrating top performers, supporting underperformers with improvement plans, and unlocking everyone's full potential.
* Analysing performance metrics and using data-driven strategies to optimise productivity, improve service delivery, and meet KPIs.
* Ensuring every customer interaction is a great one with the ability to resolve escalations swiftly and accurately, whilst maintaining high levels of satisfaction.
* Collaborating with the wider business to shape sales strategies, identify new opportunities, and stay ahead of market trends.
* Recruiting top talent and making sure your team is always equipped with up-to-date knowledge and industry compliance.
* Working cross-functionally with other departments and team leaders to build a strong, collaborative, and high-impact call centre environment.
* Aligning with stakeholders, championing best practices, and driving continuous improvement across the operation.
Required Qualifications
* Candidates must have proven experience working in a contact centre environment, ideally within insurance, although this is not essential.
* A proactive, solution-focused mindset with a flexible, can-do attitude.
* Strong interpersonal skills and ability to connect, communicate, and build trust across all levels, including senior leadership.
* Confident in influencing decisions, managing conflict with empathy, and navigating challenging situations with professionalism.
* A natural leader with the ability to motivate others and drive performance through strong people management.
* Highly organised and self-motivated, skilled at prioritising, meeting deadlines, and delivering results under pressure.
* A strategic thinker who can also deep-dive into details, analyse data, and spot opportunities for improvement.
Benefits
* Base salary that is competitive and dependent on experience, plus performance bonus.
* Working hours: Monday to Friday, 9 am to 6 pm, with one Saturday morning per month on rotation.
* Minimum of 25 days holiday, including bank holidays, with the option to buy additional days.
* Defined contribution pension scheme, with Gallagher contributing.
* Life insurance paying 4× basic annual salary (up to 10× with top‑up).
* Income protection covering up to 50 % of annual income, with topping up options.
* Health cash plan or private medical insurance.
* Training opportunities, fully funded qualifications, and learning and development courses.
* Progression opportunities within the organisation.
* Department events and a positive work culture.
* Gallagher Premiership Rugby tickets.
* Gallagher Benefits Choice Portal access.
* Employee referral scheme.
* Three fully paid volunteering days per year.
* Employee Stock Purchase plan offering company shares at a discount.
* Share incentive plan, HMRC approved and tax effective.
* Critical illness cover.
* Discounted gym membership at over 3,000 gyms nationally.
* Season ticket loan.
* Discounted voucher portal for everyday savings.
* Emergency back‑up family care.
Equal Employment Opportunity
We are committed to inclusion and diversity. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by our managers, employees, vendors or customers based on protected characteristics. We make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless it would impose undue hardship on the operation of our business.
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