Home Insurance Team Leader (Outbound)

Home Insurance Team Leader (Outbound)

  • Location

    Newport, Wales

  • Sector:

    Contact Centres

  • Job type:


  • Salary:

    £22000 - £24000 per annum

  • Contact:

    Emma Parsons

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


Role: Home Insurance Team Leader (Outbound)

Location: Newport

Salary: £22,000 to £24,000 (plus commission and benefits)

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 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.

The role will involve working between 11am - 8pm Monday to Thursday and 10am - 7pm Friday and 1 Saturday in 3 weeks. This is a full time, permanent position working 40 hours per week.

Purpose of the role:

The purpose of the Contact Centre Team Leader role is to manage a team of Outbound Sales Agents that promote the full range of home insurance products to prospective customers. Identify Training and Coaching needs within your team through implementation & regular review of documented development plans. Ensure your team are focused on delivering world class sales outputs and Identify gaps / barriers to service/sales and work proactively to tackle root causes both within your team and with other business stakeholders.


Key Responsibilities:

Ensure the team all have personal action plans, documented monthly 121's tracking overview of individual's performance and areas of focus and priority to drive personal ownership and accountability.

Manage performance appropriately and professionally in line with company values, expected behaviours and HR policies to drive desire and motivation to improve.

Deliver effective coaching support to team members to foster continual improvement culture within all areas of performance

Deliver effective and timely communication to your team to ensure complete engagement with the business.

Ensure appropriate reward & recognition is received throughout your team for great performance / customer feedback and manage internal PR on this.

Ensure resource vacancies are recruited for in a timely manner with highest quality candidates available.

Operational Excellence - Customer Delivery

Deliver superior performance in Customer Revenue Satisfaction

Use customer insight data (advocacy, data monitor, CSAT surveys) to build effective action plans to address key areas for improvement within your team.

Ensure escalations / complaints are resolved promptly and in line with quality guidelines.

Deliver superior performance on Revenue Management throughout your team

Drive performance within your team to exceed specific targets for memberships- addressing under performance appropriately and timely

Ensure all your team follow any predefined / documented processes or working practices accordingly building controls to identify non-compliance of processes and tackle this accordingly.

Ensure KPI and scorecard data is produced within deadlines and in the required format.

Skills and Knowledge Required:

Previous experience in an outbound home insurance sales role is essential

Self-motivated and a self-starter

Target driven, results focused and attention to detail

Resilient and determined passionate about the company and their products and brand.

Dynamic, flexible and adaptable to change

Excellent interpersonal skills PC literate, good numerical and literacy skills

Experience within sales contact centre

Previous Business Development Account Management roles


Educated to GCSE standard

Degree ideally


Interpersonal & influencing achievement drive

Customer focus

Continuous improvement

Building relationships

Commercial awareness

Developing self & others

Judgement & decision making


Leading change

Strategic thinking

Successful candidates will need to pass a basic criminal record check. Please note regrettably we are not able to accommodate any holidays during the first 4 weeks due to the training schedule.