We are looking for a n experienced and effective Team Manager to lead our Operations Support Team at HomeServe’s Preston Claims Office. This team plays a vital role in assisting customers throughout their claims journey from initial contact to resolution. As Team Manager, you will be responsible for leading a group of Agents, ensuring they deliver excellent service, stay motivated, and meet performance goals. You will also manage day-to-day operations, support your team’s development, and help resolve more complex customer issues. Working Hours (3-week rota ) to include Departmental hours (40 hour week) One weekend in three Bank holidays are part of the rota Hybrid approach to work from home and in office Department Hours: Monday to Friday: 08:00 – 19:00 Saturday & Sunday: 09:00 – 17:30 What You Will Be Doing Lead and support your team to deliver great customer outcomes Hold regular one-to-ones and team meetings Drive team performance while promoting positive behaviours and wellbeing Track and report on team performance R esolve customer claims and follow-up actions Ensure compliance with company policies and data protection Support training and development across the team Promote continuous improvement and innovation of team operations About You To be successful in this role you will need to have the following knowledge, skills and attributes: Essential Skills & Experience Experience of managing a team in a customer service environment Strong leadership, coaching and people development skills Ability to manage workload, drive performance and meet deadlines Experience in a financial ly regulated business Understanding of customer protection regulations, including Consumer Duty and how to support vulnerable customers Desirable Skills & Experience People managemen t : coaching, feedback, performance, conduct, conflict resolution Communication : clear speaking, team briefings, influencing, emotional intelligence, stakeholder management Organisation : planning, prioritising, using data to improve service and innovation Service delivery : supporting change, managing projects, working with other teams Systems : ability to use a variety of CRM, HR databases and telephony systems, Microsoft Office, AI Processes : complaints handling, team management frameworks, service procedures Product knowledge : understanding of HomeServe’s products, services, and customer needs About Us What HomeServe Offers 22 days’ holiday (rising to 25), plus the option to buy more 2 paid volunteer days each year Free HomeServe policy for your home Pension scheme Free parking and good public transport links Health and wellbeing support including virtual GP and counselling Cycle to Work Scheme Free toast and drinks in the office Discounts on tech, shopping, and more HomeServe has been helping homeowners for over 30 years. We provide cover, repairs, and installations for plumbing, heating, electrics, and more. Our goal is to make life easier for our customers by offering fast, safe, and caring service. Here at HomeServe, we work hard to build an inclusive, supportive, fun and collaborative culture that empowers all our People to do the right thing. Whether you work on the frontline, talking to Customers on the phone or in their homes or you work in our Support Functions, we focus on putting Customers' needs at the heart of everything we do. Next Steps If your application is shortlisted, we expect interviews to take place from November 2025 and the start date will be negotiated.