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.
Benefits
* 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 and employee recognition scheme (Hood Stars)
* Supplied laptop and any necessary professional equipment as required.
Location: Southend office
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