Web Chat Team Leader Locations Available: Leeds and Glasgow DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. At Green Flag, we understand that breakdowns can turn a good day into a stressful one. By joining our team you’ll be an integral part of our expanding services — the backbone if you will — and enjoy a career with endless variety and a genuine sense of fulfilment. It’s Miles Better. What You’ll Be Doing: As a Web Chat Team Leader, you will guide and support a team of Web Chat Advisors to deliver exceptional customer service through digital channels. You will champion innovative thinking, encourage new ideas, and foster a positive, collaborative environment where high standards of behaviour are set and maintained. Key Accountabilities: Team Leadership & Development Lead, coach, and inspire a team of customer support agents handling live chat and phone interactions. Foster a positive, high-performance culture focused on empathy, responsiveness, and continuous improvement. Operational Oversight Manage day-to-day operations of the webchat and call support functions, ensuring service levels, response times, and customer satisfaction targets are consistently met. Monitor workflows and adjust resources to meet demand across both channels. Platform & Systems Management Oversee the use of live chat platforms such as live person, as well as telephony systems. Ensure agents are trained on all tools and that systems are used effectively to streamline communication and resolve issues efficiently. Customer Experience & Issue Resolution Act as a point of escalation for complex or sensitive customer interactions across chat and calls. Ensure smooth communication and drive timely resolution of issues with a focus on customer satisfaction and retention. Performance Monitoring & Reporting Track team KPIs including response times, resolution rates, call handling metrics, customer feedback, and quality scores. Use data to identify trends, coach individuals, and implement improvements. Process Improvement & Change Management Collaborate with other departments to refine support processes, reduce friction, and enhance the customer journey. Champion automation and self-service where appropriate. Support the team through change, ensuring clear communication and a smooth transition during updates, restructures, or new initiatives. Compliance & Quality Assurance Ensure all interactions meet company standards, regulatory requirements, and brand tone of voice. Conduct regular quality checks and provide feedback to agents across both chat and call channels. Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office. What You’ll Need: Leadership Experience Proven track record of managing and developing customer support teams, ideally in a digital and telephony environment. Technical Proficiency Strong working knowledge of live chat platforms, telephony tools, and support analytics. Flexibility & Adaptability Comfortable working flexible shifts and adapting to changing business needs, including peak periods, new product launches, and evolving customer expectations. Communication Skills Excellent verbal and written communication skills, with the ability to coach team members and liaise effectively across departments. Customer-Centric Mindset Passionate about delivering outstanding customer experiences and resolving issues with empathy and efficiency. Problem-Solving Ability Skilled in identifying root causes, resolving challenges, and implementing solutions that improve team performance and customer outcomes. Change Resilience Able to lead teams through change with confidence, clarity, and a focus on maintaining morale and performance. Benefits We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle: 9% employer contributed pension 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover Additional optional Health and Dental insurance EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way. Generous holidays Buy as you earn share scheme Employee discounts and cashback Plus, many more We want everyone to get the most out of their time at DLG. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live. Be yourself Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you. LI-KS1 LI-Hybrid