Motor Insurance Customer Care Team Lead

Gerrard White Consulting Limited; Greater London; Hybrid; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Monthly bonus

Hybrid work pattern

Job summary

Gerrard White Consulting Limited is recruiting on behalf of a growing motor insurance business for an experienced Customer Care Team Leader. Based in Rainham, Essex, this hands-on leadership role runs the front line with four days in the office and one day from home weekly, ensuring high service standards and compliance.

You will motivate and develop the team, drive new business and renewals, manage performance, and work closely with the Customer Care Manager to meet SLAs while supporting a

Qualifications

• Motor insurance team leadership experience within a motor insurance customer care, service or contact centre environment.
• Sales or retention experience to drive opportunities and targets.
• Proven frontline team leadership with accountability and coaching.
• Clear, impactful communication and stakeholder management.
• Professionalism, integrity and confidentiality in handling sensitive info.
• Reliable, empathetic manager who supports the team.

Responsibilities

• Lead day-to-day operations of the frontline Customer Care team to meet SLAs and service standards.
• Drive new business and renewal opportunities while maintaining high customer experience.
• Manage performance through monthly 1-2-1s and team meetings; coordinate training.
• Ensure FCA and GDPR compliance and maintain accurate records.
• Oversee rotas and balance workloads to ensure coverage and support.

Skills

Motor insurance leadership

Sales & retention

Team leadership

Communication

Professionalism & integrity

Reliability & empathy

Job description

Motor Insurance Customer Care Team Leader

Rainham, Essex (Hybrid – 4 days office-based, Fridays from home after induction training completed)

Up to £35,000 per year (Dependant on experience) + plus benefits including a monthly bonus up to 12.5% of your monthly pay

Monday - Friday 9am-5pm, no shift work or weekends

IMPORTANT: This role is only open to candidates with existing Team Leader/Team Manager experience gained specifically within a motor insurance customer care, contact centre or service environment. Applications from candidates without this specific background unfortunately cannot be considered.

About the Role

We're recruiting on behalf of a growing motor insurance business for an experienced Customer Care Team Leader to run the day-to-day operations of its frontline Customer Care team. Working closely with the Customer Care Manager, trainers and agents, you'll keep the team supported, motivated and performing at its best, ensure high service standards and SLAs are met, help the team convert new business and renewal opportunities, and keep processes compliant, all while building a positive, collaborative team culture. This is a hands-on leadership role based in Rainham, Essex, working a hybrid pattern of four days in the office and one day from home each week.

Key Responsibilities

New Business & Renewals

• Use your motor insurance sales and customer experience to keep the team motivated and focused on promoting the genuine benefits of the products on offer
• Help drive customer retention by keeping workflows organised and ensuring every opportunity to retain a customer is explored
• Partner with the Customer Care Manager on team reporting and forecasting for growth and renewal volumes

Service Excellence

• Keep response times sharp and ensure SLAs are consistently met across calls, chats and emails
• Identify practical ways to improve service efficiency and customer satisfaction without compromising on quality
• Lead by example on clear record-keeping and audit readiness

Team Leadership & Development

• Set clear expectations for performance and hold the team accountable in a supportive, fair way
• Run monthly 1-2-1s and regular team catch-ups to share feedback, track progress and keep communication flowing
• Work closely with the Customer Care Trainer to identify skills gaps and ensure the team receives the right training, particularly around sales and renewals

Compliance & Quality

• Ensure the team complies with all internal and external regulations, including FCA and GDPR requirements
• Identify potential compliance issues early, elevate to the Customer Care Manager, and liaise with teams such as Complaints to resolve them
• Maintain accurate, high-quality records of customer interactions

Operational Oversight & Culture

• Build strong relationships with customers, ensuring they receive a helpful, high-quality service every time
• Foster a collaborative, inclusive environment where the whole team supports one another
• Manage team rotas and shift cover to ensure the team is always well-supported and available

What We're Looking For

• Motor insurance team leadership experience (ESSENTIAL): proven experience leading a team within a motor insurance customer care, service or contact centre environment - this is a non-negotiable requirement for the role
• Sales & commercial awareness: hands-on sales or retention experience to spot business opportunities, drive team performance and inspire the team to hit new business and renewal targets
• Proven team leadership: the ability to motivate, coach and inspire a frontline team, building a culture of accountability, ownership and shared success
• Clear, impactful communication: strong interpersonal skills to communicate goals, performance metrics and feedback clearly
• Professionalism & integrity: a trusted leader who leads by example and maintains confidentiality on sensitive matters
• Reliability & empathy: a dependable, approachable manager who listens actively and shows genuine empathy when resolving issues

What's On Offer

• Salary up to £35,000, dependent on experience, plus benefits and a bonus
• No weekend or shift work Monday - Friday 9am - 5pm
• Hybrid working: four days office-based in Rainham, Essex, one day from home
• Genuine ownership of your team's day-to-day performance and direct input into shaping frontline operations