About Us 🚀
At Policy Expert we are on an incredible journey. As a customer-focused business, we are committed to delivering outstanding service while staying at the forefront of regulatory compliance. Now, we’re looking for individuals to join our expanding team and help us achieve customer-driven results in line with our ambitious goals.
The Role 🎯
As one of our Team Managers, you will play a pivotal role in shaping our success. You will be passionate about leadership and inspiring others and be the driving force for operational excellence fostering a high-performing, inclusive environment for colleagues. Your deep understanding of call center operations allows you to guide the team with both strategic insight and hands-on mentorship consistently driving professionalism and engagement.
As one of our Team Managers, you will play a pivotal role in shaping our success. You will be passionate about leadership and inspiring others and be the driving force for operational excellence fostering a high-performing, inclusive environment for colleagues. Your deep understanding of call centre operations allows you to guide the team with both strategic insight and hands-on mentorship consistently driving professionalism and engagement.
Main Responsibilities:
Key Responsibilities:
- Lead and Inspire: Motivate and lead a team of contact center colleagues, fostering a culture of collaboration, growth and high performance.
- Operational Excellence: Ensure smooth daily operations, driving efficiency, adherence to KPI’s/call handling service levels, and continuously improving processes to deliver outstanding service.
- Mentorship & Development: Coach and develop your team, guiding them to achieve their professional potential, while emphasizing technical expertise and customer-centricity
- Performance Management: Monitor and evaluate team performance, providing constructive feedback, recognition, and support to ensure targets are consistently met.
- Foster Trust & Inclusion: Build a work culture rooted in empathy, honesty, and open communication, where every team member feels valued and empowered to contribute.
- Knowledge Mastery: Leverage your deep knowledge to guide your team in delivering accurate, up-to-date information, ensuring compliance and operational standards are met
- Data Management: Produce MI reports, leading insightful conversations with data. Always striving to improve customer experience levels delivered by individuals and team by pro-actively building comprehensive improvement plans based on insight gained from internal and external data monitoring and research.
- Communication: Deliver clear, inspiring messages that resonate with diverse teams, fostering open dialogue, and motivating individuals to achieve their full potential while driving team alignment toward shared goals
So who are you?
You will be a natural leader who inspires and motivates others through your actions, you will enjoy making an impact through driving operational excellence while building a supportive, inclusive, and high-performing environment. You will be known for being a role model to those around you and can motivate and engage others fostering an environment where trust, professionalism and collaboration thrive.
You will be a champion of inclusivity and personal development, demonstrating empathy, honesty and a commitment to excellence.
Key Attributes for Success:
🤝Customer-Centric Mindset: Deep understanding of customer needs with a commitment to enhancing satisfaction and outcomes.
✨ Leadership Excellence: Proven track record in leading teams with an inspirational and supportive approach, driving high engagement and strong performance.
🌱 Mentorship Focus: A passion for developing others, with the ability to unlock potential and foster continuous learning and growth within your team.
🔍 Operational Mastery: Strong background in managing complex operations, with a deep understanding of call centre technologies, analytics, and best practices.
💬 Empathy & Communication: Excellent communication skills, with the ability to build trust, handle difficult conversations with care, and create an inclusive, honest work environment.
🔑 Expertise: In-depth knowledge within a call centre environment (Ideally insurance), with experience in guiding teams to deliver accurate, compliant, and customer-focused solutions.
🛠 Problem Solver & Innovator: A proactive mindset, always looking for ways to improve processes, boost efficiency, and solve challenges with creativity and empathy.
💪 Resilience & Emotional Intelligence: Demonstrates exceptional resilience, maintaining composure and a positive attitude. Leverages emotional intelligence to understand, support, and manage team dynamics, fostering a balanced, empathetic, and motivating work environment.
Why Should You Apply?
- Career Growth Opportunities: Take the next step in your career with a leadership role that offers plenty of room for professional development and progression within the company.
- Empower and Inspire Your Team: Make a real impact by leading, coaching, and developing a team to achieve their potential and deliver outstanding customer service.
- Impact and contribution: Play a key role in shaping the future of the call centre by contributing to strategic decisions and driving improvements in processes and performance.
What’s in it for you:
📍 This role will be based in our Milton Keynes office .
⏰ We offer flexible working hours, around our core working hours.
📚 Access to industry recognised Qualifications.
🎟️ Enhanced Holiday, Maternity and Paternity.
🎉 Social events throughout the year.
🌈 Employee Wellbeing Programme.
Apply Now ✉️
Ready to take your career to the next level? Apply today to join our growing team and help shape the future of our business!
This isn’t just a role – it’s an opportunity to be part of something special. If you want to make your mark in a growing, forward-thinking company, we’d love to meet you!
What We Stand for and Next Steps “We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment”
At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
We aim to be in touch within 7 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.
