Glasgow City Centre | Full-Time | Permanent
Up to £42,000 Basic Salary, £46,200 OTE, plus a 10% Annual Company Bonus
Join an Exciting New Travel Insurance Company
Are you an experienced Contact Centre Team Manager with a passion for coaching people, delivering exceptional customer outcomes and helping build high-performing teams?
We're looking for an inspiring and hands-on Team Manager to join a brand-new travel insurance company as we prepare for launch. This is a unique opportunity to lead one of our first sales and service teams, shape the culture and help create an outstanding customer experience from day one.
Working closely with senior leadership, you'll coach and develop a team of Customer Advisors while ensuring excellent customer outcomes, regulatory compliance and operational performance.
You'll receive comprehensive training on our products, systems and processes, giving you everything you need to lead your team with confidence.
The Role
You will lead the day-to-day operation of a sales and service team across:
· Telephone
· Live Chat
· Email
· WhatsApp
· SMS
Your responsibilities will include:
· Leading, motivating and developing a team of Customer Advisors.
· Driving your team's performance and conversion.
· Coaching Advisors on sales and service conversations, from opening and questioning through to helping the customer complete their purchase, always on a non-advised basis.
· Coaching Advisors through regular feedback, quality reviews and one to one development sessions.
· Supporting Advisors to provide customers with clear information, helping them make informed decisions in a non-advised sales environment.
· Supporting Advisors to recognise and support customers in vulnerable circumstances, including customers with pre-existing medical conditions, making sure they get the time and the clear information they need.
· Managing service levels, workloads and day-to-day operational performance.
· Supporting Advisors with complex customer enquiries, complaints and escalations.
· Monitoring quality, compliance and customer outcomes.
· Working with our Training and Quality colleagues to onboard and develop new colleagues.
· Identifying opportunities to improve processes and customer journeys.
· Producing performance reports and sharing operational insights with senior leadership.
Working Hours
· Full-time, permanent position.
· 37.5 hours per week.
· Our contact centre opening hours are:
· Monday to Friday: 08:30 to 18:00.
· You'll work on a rota covering these opening hours (Opening hours may change due to customer demand).
Essential Experience
· Significant experience leading a sales team, or a blended sales and service team, within insurance, financial services, healthcare or another FCA-regulated consumer sector.
· A track record of delivering targets through a team, without trading away quality or customer outcomes to get there.
· Experience coaching and developing high-performing sales and service teams.
· Strong understanding of sales and service performance metrics, including conversion, quality assurance and operational performance.
· Knowledge of FCA regulation, including Consumer Duty, complaints handling and supporting customers in vulnerable circumstances.
· Good understanding of regulated non-advised sales environments and the importance of providing customers with clear information without making personal recommendations.
· Experience managing performance, including development plans and difficult conversations where required.
· Excellent communication, leadership and decision-making skills.
· Strong organisational skills, with the ability to manage several priorities in a fast-paced environment.
· Right to work in the UK.
Helpful, But Not Essential
· Experience of a considered or consultative sale.
· Experience within travel or health insurance.
· Experience supporting customers with pre-existing medical conditions.
· Experience leading teams through business growth, operational change or new service launches.
· Experience working with AI-enabled customer service technology or contact centre platforms.
What We Offer
· Up to £42,000 basic salary, £46,200 OTE, plus a 10% annual company bonus.
· Your 10% on-target performance bonus is based on how your team performs, and is measured on quality and customer outcomes as well as sales. The 10% annual company bonus depends on how the company performs.
· Full training provided.
· Modern Glasgow City Centre office with excellent transport links.
· Ongoing leadership coaching and career development.
· Pension scheme.
· 28 days annual leave plus public holidays.
· Your birthday off.
· Supportive and collaborative working environment.
· Genuine opportunities for career progression as the business grows.
How We Hire
Application, followed by an initial conversation, then a role-play and assessment stage where you can demonstrate how you would coach a real-life customer interaction and lead a team through a typical contact centre scenario.
Successful candidates will complete right to work and reference checks before joining, as this role is within a regulated financial services business.
Benefits:
· Casual dress
· Sick pay
· Hybrid working in Glasgow G1 3DX
Pay: £42,000.00 per year
Benefits:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Glasgow G12 8JN
