Contact Centre Operations Manager (Home Insurance)

Contact Centre Operations Manager (Home Insurance)

  • Location

    Newport, Wales

  • Sector:

    Contact Centres

  • Job type:


  • Salary:

    £42000 - £47000 per annum

  • Contact:

    Rachel Nielsen

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


Job Role: Contact Centre Operations Manager (Home Insurance)

Location: Newport

Salary: £42,000 - £47,000

Hours: 40 Hours

A home is so much more than just bricks and mortar, it's where you and your family live and create memories. That's why our client makes sure that their customers receive the best policy to safeguard their precious home and belongings.

Our client is significantly expanding their home insurance sales operation in their Newport based Contact Centre. As such they are now offering a fantastic opportunity to become part of a team that is passionate about doing the right thing for their customers and creating a high performing business. They have ambitious growth plans, so prospects for career progression are excellent, and your contribution will be fully acknowledged and rewarded.

Role Purpose:

Overall responsibility for management of all acquisitions on behalf of various clients through the Inbound & Outbound Sales Contact Centre Team. This includes achievement of business sales, revenue and customer targets, compliantly and within agreed budget. Responsible for leading a team of up to 100FTE to achieve operational performance.

Role is responsible for:

Leading the Team Leaders to achieve above business & financial targets set for the Contact Centre.

Identify opportunities to increase performance and reduce cost to meet year end plans.

Working with Training, Data Analysts, Forecasting & Planning and Process Teams to ensure any new initiative or process is delivered successfully and on time into the Contact Centre.

Ensure that all Contact Teams sell compliantly, taking appropriate action if any teams are non-compliant

Ensuring that all performance tools such as reward schemes, performance management processes continue to be fit for purpose and support the delivery of business & financial plans

Working with HR to ensure all teams are managing their people within policy guidelines and procedures

Making sure the Outbound channel is dialling to best practise and utilising all leads available to maximise revenue.

Support the creation of annual Contact centre cost budget



Undertaking sales in a regulated environment

Call Centres - through both Inbound and Outbound

Knowledge of managing a home insurance outbound team is essential

Management experience at a senior level

Delivering HR policies and Procedures

Personal Attributes:

Strong leadership skills

Excellent interpersonal skills at all levels

Sales focused


Inspire/motivate others


Ability to be both tactical & strategic


Graduate or equivalent

FCA/PCI compliant

OFCOM understanding

Experience of working with home insurances is essential