Operations Team Leader

Tedaisy Insurance Group; Salisbury; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic leader to oversee teams in a fast-paced omnichannel environment. This role focuses on enhancing customer journeys and improving service quality through effective training and coaching. As a key driver of team performance, you will be responsible for mentoring team members, managing resources, and contributing to continuous improvement initiatives. The company offers a supportive workplace with generous benefits, including extra holiday, wellness allowances, and competitive salaries. If you thrive in a collaborative setting and are passionate about delivering exceptional customer service, this opportunity is perfect for you.

Benefits

25 days holiday per year

Birthday off (paid)

4x salary life assurance

£500 wellbeing allowance

Company pension

Healthcare including 24/7 GP advice

Discounts at various brands

Employee assistance programme

Discretionary lunch provided

Qualifications

• Experience in leading teams, ideally in call centres or insurance sectors.
• Strong communication and organizational skills are essential.

Responsibilities

• Responsible for training and coaching team members.
• Providing excellent customer experience and resolving escalated queries.
• Developing and monitoring KPIs to exceed company goals.

Skills

Team Leadership

Communication Skills

Organizational Skills

Attention to Detail

Proactive Approach

Initiative

Time Management

Job description

Role Summary

Leading teams in an omnichannel environment to exceed SLA’s, improve voice of customer metrics through continuous improvement, and deliver first-class customer journeys for our policyholders.

Responsibilities

1. Responsible for training and coaching team members
2. Leading teams daily
3. Providing an excellent customer experience and responding to escalated customer queries to resolve issues as high priority
4. Contributing ideas for continuous improvement
5. Providing timely feedback to teams and delivering one-to-one coaching
6. Reporting updates to the business on team progress
7. Conducting regular, documented one-to-one performance review meetings
8. Ensuring Quality Assessments are reviewed with each colleague upon receipt
9. Collaborating with other areas of the business to exceed company goals and objectives
10. Developing and monitoring KPIs
11. Managing resources effectively
12. Mentoring team members

Experience, Qualifications & Skills

1. Experience in leading teams, ideally in call centres or insurance sectors
2. Excellent communication and organizational skills
3. Strong attention to detail
4. Proactive approach
5. Ability to use own initiative
6. Willingness to take on a variety of tasks
7. Ability to prioritize workload and organize time efficiently

What We Offer

1. 25 days holiday per year, increasing with length of service
2. Your birthday off (paid)
3. 4x salary life assurance
4. £500 to spend on your physical or mental wellbeing (e.g., gym memberships, spa days)
5. Company pension
6. Healthcare including 24/7 GP advice and mental health helpline
7. Discounts at various brands
8. Employee assistance programme
9. Competitive salary
10. Discretionary lunch provided to help with the cost of living