Insurance Team Leader – Personal Lines
Competitive Salary + Annual Bonus + Benefits
Department: Personal Lines
Location: Ringwood or Sheffield (hybrid working, with travel between offices required) (Travel expenses included)
Working Hours: Full Time
Working Pattern: Hybrid – 2 days office-based
About the Team
Our Personal Lines team delivers exceptional service and positive customer outcomes across a diverse range of personal insurance products. Working closely with customers, insurer partners, Account Executives and wider business teams, we provide high-quality advice, outstanding service and effective solutions in a fast-paced and evolving environment.
The Role
As Team Leader, you will lead and develop a team of Personal Lines professionals, ensuring we deliver excellent customer experiences, strong operational performance and positive outcomes.
You will create a high-performing team culture, support colleague development and drive service excellence while balancing customer needs, business objectives and regulatory requirements.
Key Responsibilities
Leading People
- Lead, coach and develop a high-performing and engaged Personal Lines team.
- Set clear expectations, provide regular feedback and support colleague growth.
- Manage performance, capability and engagement while recognising success.
- Create an inclusive culture built on collaboration, accountability and continuous improvement.
Delivering Customer & Business Outcomes
- Oversee day-to-day team performance, workload and service standards.
- Ensure customers receive appropriate advice, fair value and positive outcomes.
- Maintain high standards of quality, compliance and regulatory adherence.
- Support customer retention, satisfaction and business growth objectives.
- Manage escalations and complex customer matters effectively.
Continuous Improvement & Collaboration
- Identify opportunities to improve processes, efficiency and customer experience.
- Support new systems, change initiatives and improved ways of working.
- Build strong relationships with insurer partners and internal stakeholders.
- Share knowledge and best practice across the wider business.
What Success Looks Like
Success in this role means building an engaged, capable team that consistently delivers excellent customer outcomes, strong service levels and operational excellence.
You will:
- Develop a motivated and high-performing team.
- Deliver excellent customer satisfaction and quality outcomes.
- Maintain strong compliance and service standards.
- Drive improvements that enhance efficiency and customer experience.
- Build positive relationships with customers, colleagues and insurer partners.
About You
You will have:
- Significant experience within Personal Lines insurance.
- Experience leading, coaching or developing individuals or teams.
- Strong knowledge of Personal Lines products, processes and customer journeys.
- Experience managing service delivery, workload priorities and performance.
- Understanding of FCA requirements and Consumer Duty obligations.
- Strong communication, decision-making and relationship-building skills.
- A customer-focused, solutions-driven approach.
