Hours: Shift pattern covering operating hours:

• Monday to Friday: 8:00 AM – 8:00 PM
• Saturday: 9:00 AM – 5:00 PM

About the Role

We are looking for an experienced and motivated Team Manager to lead and develop a team of Claimant Advisers within our Contact Centre. This is a hybrid role requiring strong leadership, performance management, and a passion for delivering exceptional service.

Key Responsibilities

• Manage and develop a team of Claimant Advisers through monthly 1-2-1s, annual appraisals, and personal development plans.
• Monitor team performance daily, weekly, and monthly, ensuring Target Performance Levels are consistently achieved.
• Collate and generate Management Information (MI) to share team results across the business.
• Oversee inbound telephony and resource allocation to maintain service levels.
• Conduct workload reviews and produce weekly performance forecasts.
• Perform assurance and quality checks to maintain compliance and identify best practices.
• Address issues related to timekeeping, conduct, and performance promptly, liaising with the People Team where necessary.
• Ensure adherence to policies and processes, including Quality Assurance, Compliance, and Data Protection.
• Monitor and manage the enquiries mailbox for timely, high-quality responses.
• Champion process improvements and continuous improvement initiatives.
• Promote best practice sharing within the team to build a high-performing culture.
• Participate in Contact Centre management meetings and communications.
• Deputise for the Enquiry Service Manager and provide leadership cover across other claimant support teams when required.
• Provide administrative support as directed by the Enquiry Service Manager.

What We’re Looking For

• Proven experience in team leadership and performance management.
• Strong organisational and communication skills.
• Ability to analyse data and produce actionable insights.
• Knowledge of compliance and quality assurance processes.
• Proactive approach to problem-solving and process improvement.

Interested? Apply today