Operations Team Leader (Service Centre)

Medical Protection Society; Leeds; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Discretionary bonus

Pension contribution

25 days annual leave

Private Medical Cover

Car Salary Sacrifice

Death in service 6x salary

Wellbeing support package

Hybrid working

Job summary

Medical Protection Society is seeking an experienced Operations contact centre manager to lead a high-performing, multi-channel team. You will ensure colleagues are equipped, engaged and supported to deliver outstanding member interactions.

You will drive service improvements using data, MI and performance insights to meet demanding targets, while shaping a culture of accountability, inclusion and continuous improvement across the contact centre.

Qualifications

• Proven leadership in a contact centre environment.
• Experience leading digital, multi-channel contact centres.
• Strong analytical skills using data/MI to drive improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, coach and develop a high-performing team within a busy multi-channel contact centre environment.
• Drive performance against service levels, quality standards, productivity measures and KPIs.
• Use data and performance insights to identify trends, improve processes and enhance member experience.
• Manage colleague performance through coaching, feedback and development planning.
• Champion continuous improvement, accountability, inclusion and operational excellence.
• Escalate complex member issues and ensure timely, high-quality outcomes.
• Support operational change, process improvements and digital transformation initiatives.
• Collaborate with stakeholders to improve service delivery and manage risks.

Skills

Contact centre leadership

Data-driven decision making

Stakeholder management

Performance coaching

Tools

BI tools

Job description

At MPS, our Operations teams are at the heart of delivering exceptional service to members when they need us most. We're looking for an experienced manager to lead a high-performing contact centre team, ensuring colleagues are equipped, engaged and supported to deliver outstanding outcomes across every member interaction.

This is an exciting opportunity for a proven contact centre leader who thrives in fast-paced, performance-driven environments. You'll bring extensive experience of leading teams within digital, multi-channel contact centres and be confident using data, insight and management information to drive service improvements, enhance customer experience and achieve demanding performance targets.

As a key member of the Operations leadership team, you'll play an important role in shaping a culture of accountability, continuous improvement and member-focused service. You'll be a visible and approachable leader who can motivate teams, manage performance effectively, and confidently handle challenging conversations while developing colleagues to achieve their full potential.

Alongside a competitive salary, you will also receive:

• Discretionary on-target bonus of 10%. Up to a max 20% based on performance
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave. Flexible public holidays and option to buy/sell additional leave
• Private Medical Cover
• Car Salary Sacrifice scheme
• 6x salary death in service
• Holistic health and wellbeing support package
• A truly flexible hybrid-working arrangement
• A culture that promotes inclusivity, wellbeing and rewards hard work

Main Responsibilities

• Lead, coach and develop a high-performing team within a busy multi-channel contact centre environment.
• Drive performance against agreed service levels, quality standards, productivity measures and operational KPIs.
• Use data, MI and performance insight to identify trends, improve processes and enhance member experience.
• Manage colleague performance through regular coaching, feedback, performance reviews and development planning.
• Champion a culture of continuous improvement, accountability, inclusion and operational excellence.
• Act as an escalation point for complex member issues, ensuring fair, timely and high-quality outcomes.
• Support the delivery of operational change, process improvements and digital transformation initiatives.
• Collaborate with stakeholders across the business to improve service delivery, manage risks and achieve strategic objectives.

The Ideal Candidate

• Extensive leadership experience within a contact centre environment, with a strong track record of managing high-performing teams.
• Experience leading teams in a digital, multi-channel operation, managing service delivery across a range of customer contact channels.
• Highly analytical, with strong experience using data, MI and performance metrics to drive improvements and inform decision-making.
• Confident managing performance, holding difficult conversations and addressing underperformance constructively and effectively.
• Proven ability to motivate, engage and develop teams in demanding, target-driven environments.
• Excellent communication and stakeholder management skills, with the ability to influence and build credibility at all levels.
• Demonstrable experience delivering continuous improvement initiatives that enhance efficiency, quality and customer outcomes.
• A resilient, member-focused leader with a collaborative approach and a passion for operational excellence.

Desirable but not Essential

• Experience within financial services, insurance or another regulated environment.
• Experience leading operational change, transformation or automation initiatives.
• Professional leadership or continuous improvement qualifications (e.g. ILM, Lean Six Sigma).