About The Role
We are looking for anexperienced and effectiveTeam Manager to lead our Operations Support Team at HomeServes Preston Claims Office. This team plays a vital role in assistingcustomers throughout their claims journeyfrom initial contact to resolution.
As Team Manager, you willbe 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 teams 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
* Hybridapproachto work from home and in office
Department Hours:
* Monday to Friday: 08:00 19:00
* Saturday & Sunday: 09:00 17:30
What YouWill Be Doing
* Leadand 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
* Resolve 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 ofteam operations
About The Candidate
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 performanceand meet deadlines
* Experience in a financially regulated business
* Understanding of customer protection regulations, including Consumer Duty and how to support vulnerable customers
Desirable Skills & Experience
* People management: 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 HomeServes products, services, and customer needs
About The Company
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 fromNovember 2025and the start date will be negotiated.
JBRP1_UKTJ