Motor Insurance Customer Care Team Leader

GerrardWhite; Basildon; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Benefits package

Job summary

GerrardWhite is seeking a Motor Insurance Customer Care Team Leader in Rainham, Essex. This hybrid role requires four days in the office and one day from home weekly, leading the frontline Customer Care team and aligning with the Customer Care Manager, trainers and agents to maintain high service standards and meet SLAs.

The candidate will promote product benefits, support new business and renewal opportunities, and ensure processes stay compliant while cultivating a positive team culture.

Qualifications

• Motor insurance team leadership experience within a motor insurance customer care, service or contact centre environment.
• Hands-on sales or retention experience to spot business opportunities and drive targets.
• Proven ability to motivate, coach and inspire a frontline team.
• Strong interpersonal and written communication skills.
• Professionalism and integrity with confidentiality on sensitive matters.

Responsibilities

• Lead day-to-day operations of the frontline Customer Care team.
• Collaborate with the Customer Care Manager, trainers and agents to support and develop the team.
• Maintain high service standards and ensure SLAs are met across channels.
• Drive opportunities for new business and renewals through effective coaching and processes.
• Ensure FCA and GDPR compliance and maintain accurate records.

Skills

Team leadership

Sales & retention

Communication

Integrity & confidentiality

Empathy & coaching

Job description

Motor Insurance Customer Care Team Leader
Rainham, Essex (Hybrid - 4 days office-based, 1 day from home)

Up to £32,000, dependent on experience, plus benefits

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 £32,000, dependent on experience, plus benefits
• 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