Policy Ops Team Lead - Hybrid (3 in/2 remote) + Bonus

IQUW Group; Tregof; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking a Frontline Operational Team Leader to manage and inspire a team of Assistant Underwriters in Tregof, Wales. The role involves planning, coaching, and enhancing team efficiency while maintaining high service standards. Ideal candidates will have proven leadership experience in a contact centre environment and a focus on delivering exceptional customer experiences. This position offers a competitive salary and a hybrid working model.

Benefits

Competitive Starting Salary

25 days holiday plus bank holidays

Annual Bonus Scheme

Hybrid Working Model

Free on-site parking

Employee Assistance Programme

Qualifications

• Proven people management and leadership skills.
• Strong interpersonal skills.
• Excellent communication and influencing skills.
• Motivation to exceed performance indicators.
• Experience leading teams of 10+ agents.

Responsibilities

• Lead a team of 10-12 to achieve efficiency and service levels.
• Manage resource requirements and team recruitment.
• Support team through coaching and development.
• Ensure effective communication and employee engagement.
• Conduct performance reviews and manage team performance.

Skills

People management in Contact Centre

Interpersonal skills

Communication skills

Stakeholder management

Customer experience focus

Leadership capability

Performance motivation

Job description

A leading insurance company is seeking a Frontline Operational Team Leader to manage and inspire a team of Assistant Underwriters in Tregof, Wales. The role involves planning, coaching, and enhancing team efficiency while maintaining high service standards. Ideal candidates will have proven leadership experience in a contact centre environment and a focus on delivering exceptional customer experiences. This position offers a competitive salary and a hybrid working model.