Operations Team Leader

ReQuire Consultancy; Salisbury; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an experienced Operations Team Leader to spearhead a high-performing team in a dynamic customer service environment. This pivotal role is designed for a proactive leader with a strong background in Financial Services or Insurance, focused on enhancing service delivery and customer satisfaction. The ideal candidate will inspire and develop their team, drive continuous improvement, and ensure operational targets are met. If you're passionate about leading from the front and making a significant impact on the customer journey, this opportunity is perfect for you.

Qualifications

• Proven experience leading teams in Financial Services or Insurance.
• Strong interpersonal skills and a proactive leadership style.

Responsibilities

• Lead and motivate a team to deliver exceptional service.
• Drive continuous improvement initiatives for customer satisfaction.

Skills

Team Leadership

Customer Service

Communication Skills

Coaching and Mentoring

Organizational Skills

Job description

Operations Team Leader – Financial Services/Insurance

Role Summary
We’re seeking an experienced and driven Operations Team Leaderto take charge of a high-performing team within a fast-paced omnichannel customer service environment. This is a pivotal role focused on elevating service delivery, enhancing customer satisfaction through continuous improvement, and leading teams to exceed operational targets and SLAs. Ideal for someone with a strong background in Financial Services or Insurance, this role offers a dynamic opportunity to lead from the front and make a real impact on the customer journey.

Key Responsibilities

• Lead, inspire, and motivate a team to deliver exceptional service across multiple channels

• Coach and develop team members, providing structured one-to-ones and ongoing performance feedback

• Take ownership of escalated customer queries and ensure swift resolution

• Drive continuous improvement initiatives that enhance the voice of the customer

• Monitor and report on team performance, KPIs, and service levels

• Deliver engaging, effective training sessions and quality reviews

• Manage resources effectively to maintain optimal team productivity

• Collaborate with cross-functional teams to support wider business goals

• Foster a supportive, performance-driven culture where colleagues thrive

What We’re Looking For

• Proven experience leading teams in Financial Services, Insurance, or similar regulated environments

• Strong interpersonal and communication skills

• A meticulous, proactive leader with a focus on quality and results

• A team player with excellent organisational and time management abilities

• Comfortable working in a fast-moving environment with changing priorities

• Passionate about coaching, mentoring, and empowering others

This is a fantastic opportunity for someone ready to take the next step in their leadership journey while helping shape the future of customer service delivery in a trusted and growing business. To get your application underway, please contact Sam today.