Job description
Job Title: Team Manager – General Insurance Operations – Secondment
Salary: Pay Group 4
Location: Leeds
Hours: Full-time, 35 hours per week (reduced hours and job-share considered)
Working pattern: Hybrid – minimum 40% onsite
Operational hours: Mon–Fri 8am–6pm, Sat 9am–1pm
About the role
We’re looking for a Team Manager to join our General Insurance Customer Operations team. You’ll lead and develop a team of frontline colleagues to deliver great customer outcomes while meeting service, quality, risk and performance standards.
You’ll set clear direction, coach performance, and create an inclusive environment where colleagues feel supported, motivated and able to grow. This role plays a key part in building technical capability and embedding a strong customer‑first culture.
What you’ll do
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Lead day‑to‑day operational performance, including service, quality, productivity, adherence and absence
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Use data and insight to identify trends, manage risks and drive improvement
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Coach and develop colleagues through regular 1:1s, side‑by‑side support and feedback
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Promote wellbeing, inclusion and engagement within your team
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Ensure compliance with policies, processes and regulatory requirements
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Handle escalations and complaints to achieve fair customer outcomes
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Communicate changes clearly and lead team huddles and meetings
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Support change initiatives, continuous improvement and new ways of working
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Contribute to recruitment, onboarding and capability building
What you’ll bring
Essential
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Experience leading teams in a fast‑paced, customer‑focused environment
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Strong coaching skills with evidence of improving performance
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Ability to interpret performance and quality data
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Knowledge of compliance, conduct risk and customer outcomes
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Confident communication and decision‑making skills
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Experience of culture positive driven activities
Desirable
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Experience in financial services, regulated operations or contact centres
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Involvement in change or continuous improvement activity
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Experience supporting recruitment or colleague development
If you have any queries in relation to this vacacny please contact Emma Cunliffe.
About working for us
Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location and working pattern.
If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.
We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know.
Ready for a career where you can have a positive impact as you learn, grow and thrive?
Apply today and find out more!