Team Leader – Renewals
As a result of our UK Retentions department expanding significantly, we are seeking contact centre Team Leaders with experience to join us.
You will be responsible for building a culture of excellence within your team by giving clear guidance and making sure colleagues know how important their role is in delivering our business strategy. You will do this by coaching & developing your people to deliver market leading customer experience, recognising achievements, while creating a great team atmosphere and culture of continuous learning.
You will lead by example, keeping the customer at the heart of everything you do, a champion for great call quality, first time call resolution, demonstrating to your team how this can be achieved through effective listening, problem solving and taking ownership. Customer feedback is core to how you continue to develop your team and part of your focus will be around how a customer feels about Hastings after every interaction with our teams- whether they choose to stay with us or not.
Working Hours/ Shift Patterns: 37.5 Hours per week, a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00.
Salary: £30,000 - £35,000 (depending on experience), plus benefits and the opportunity for further salary progression.
Location: Our fantastic Leicester office which is in the city centre and only a short walk from Leicester train station.
Training: The first 8 Weeks in the office, once you have completed your training you will move to hybrid working
Our approach to Hybrid Working: With hybrid working, you have more flexibility, our current in office day is Tuesday, however you can always opt to work from the office more frequently if that suits you better. It may be necessary for you to visit the office more often if we plan training and events or if you have team members who need more face-to-face coaching or guidance.
Knowledge & Experience:
- A passion for people development, leadership and coaching
- Adept at responding to customer enquiries with a focus on first-time resolution
- Able to prioritise own workload and that of others to ensure deadlines and performance expectations are met
- Has good self-awareness and understanding of others, able to communicate and work with a range of stakeholders and colleagues
- Can interpret and use MI and data for team and individual performance to identify opportunities for improvement
- The ability to support a team when they are working remotely
- Proficient in use of Microsoft Office
- Thrives in a fast-paced environment
Benefits you’ll receive:
- Up to 5% annual discretionary Bonus
- Hybrid working (1 day per week in the office with the option to do more depending on your preference)
- A fantastic open plan modern office
- We promote a relaxed, friendly & diverse working environment
- 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
- 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
- Pension match up to 10% of your salary
- Life insurance (4 x base salary)
- Discounted Hasting Direct products
- Discounts & cashback with well-known retailers
- Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
- Refer a friend scheme - earn £500 for every friend you refer.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, or throughout your journey with us at Hastings, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
Job posting end date:
What We Do
Hastings Group is a fast growing, agile, digitally focused general insurance provider providing services to the UK car, van, bike and home insurance market. Big enough to compete but small enough to grow, the Group has strong relationships with all major price comparison websites, a cost effective digital marketing model and a focus on customer retention.
Hastings provides refreshingly straightforward products and services to UK car, bike, van and home insurance customers.
A multi-award winning business, Hastings has over 2.7 million customers and over 3,400 colleagues.
The Group operates as an integrated insurance provider with two businesses. The Group’s Retail business, Hastings Insurance Services Limited, is responsible for the end customer pricing, fraud management, product design, distribution and management of the underlying customer relationships. The Group’s Underwriting business, Advantage Insurance Company Limited, engages in risk selection, underlying technical pricing, reserving and claims handling.
Retail is supported by, and benefits from, Underwriting’s prudent approach to risk and reserving and also benefits from the Group’s panel of insurance partners who provide additional underwriting capacity. The Group’s integrated model deliberately separates underlying product manufacturing from its distribution.
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