Overview
Job Title: Team Leader - Contact Centre Operations (12 month Secondment)
We are looking for a Team Leader to join our Contact Centre Operations team. This role is accountable for leading and delivering high performance through a team of Customer Representatives. You will motivate, develop, and empower your team to deliver an excellent customer experience every time, while achieving scorecard KPI targets across operational performance, sales, people, customer and risk. You will champion a culture of continuous improvement, driving better ways of working for colleagues and customers, and helping the business move towards being the best in the market.
What You’ll Be Doing
Business Performance & Organisation Effectiveness
* Take responsibility for the performance of your team against Balanced Scorecard KPIs, including business performance (income, sales, costs), customer service (ASR, service levels, abandonment rates), people (recruitment, attrition, capability), and operational efficiency.
* Ensure compliance with regulatory and company policies, quality monitoring frameworks, and governance standards.
* Champion a continuous improvement culture, identifying opportunities to improve income, efficiency, and team performance.
* Analyse data, customer insights, complaints, and QA feedback to drive improvement.
* Build a strong internal and external network to stay up to date with best practices.
* Customer
* Ensure your team delivers the desired customer experience every time.
* Develop long-term relationships with customers, engaging them with new products and services.
* Listen and respond to the voice of the customer, ensuring outcomes are fair and in line with FCA guidelines.
* Maintain quality service by analysing trends, resolving issues, and recommending improvements.
* Handle and escalate complaints effectively, ensuring fair outcomes.
* People
* Coach, develop, empower, and inspire Customer Representatives to deliver excellent customer service and meet KPI targets.
* Lead on recruitment, retention, absence and conduct management, training, talent development, and employee engagement.
* Drive a culture of empowerment, trust, openness, and two-way communication.
* Build strategic relationships with stakeholders across the business to support objectives.
* Create and sustain a high-performing team environment where success is recognised and celebrated.
* Act as a role model for company values and behaviours.
* Standard Accountabilities
* Ensure compliance with company policies, regulations, and best practices.
* Safeguard customer, employee, and business-sensitive information.
* Follow and uphold the organisation’s Whistleblowing Procedure and Code of Conduct.
* Maintain continuous professional development and support your team to do the same.
* Promote a professional and positive image of the team and company.
* Maintain confidentiality and undertake additional duties as required.
* People Management & Key Relationships
* Direct reports: 10-12 Customer Representatives.
* No budget responsibility.
* Key relationships with Customer Operations Manager, other Team Leaders, and Planning teams.
What We’re Looking For
Essential Experience & Knowledge
* Proven experience leading and managing Contact Centre teams delivering excellent customer service.
* Strong ability to maintain customer focus and manage risk in a regulated environment.
* Demonstrable track record of improving performance and results, with excellent coaching skills.
* Commitment to continual professional development.
Essential Skills
* Ability to lead, motivate, and develop high-performing teams.
* Strong communication and relationship-building skills.
* Ability to set clear objectives and ensure collaboration to achieve them.
* Competence in Maths, English, and IT.
* Resilience in a fast-paced, changing environment.
* Strong decision-making and multitasking ability.
* Confidence in interpreting and presenting data.
Desirable
* Experience in the insurance sector, ideally insurance broking.
* Familiarity with CDL systems.
Why Join Us?
This is an exciting opportunity to make a real difference in a fast-paced Contact Centre environment. You’ll lead a talented team, play a key role in delivering excellent customer outcomes, and help shape a culture of performance, engagement, and continuous improvement.
How To Apply
If you’re ready to take the next step in your leadership career, apply today with your CV!
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