Renewals Ops Team Leader - Hybrid & Coaching

Hastings Direct; Leicester; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus

Life assurance

Pension

Job summary

Hastings Direct is seeking an Operations Team Leader - Renewals in a hybrid Leicester or Bexhill setting. The role focuses on building a culture of excellence, coaching staff, and delivering market-leading customer experience.

You will lead by example, drive customer focus, and ensure strong call quality, first-time resolution, and ownership across the team. Flexible hybrid working and a commitment to ongoing development are offered.

Qualifications

• Proven leadership ability with coaching and development skills.
• Strong focus on customer experience and call quality.
• Ability to analyse MI for coaching and performance improvement.

Responsibilities

• Set high standards, communicate targets, and recognise good behaviours.
• Coach team members with regular one-to-one sessions and development plans.
• Deliver excellent customer experience with focus on first-time resolution and ownership.

Skills

Leadership

Coaching & Development

Customer Service

Problem Solving

Communication

Job description

Hastings Direct is seeking an Operations Team Leader - Renewals in a hybrid Leicester or Bexhill setting. The role focuses on building a culture of excellence, coaching staff, and delivering market-leading customer experience.

You will lead by example, drive customer focus, and ensure strong call quality, first-time resolution, and ownership across the team. Flexible hybrid working and a commitment to ongoing development are offered.