Team Leader
£32,000 - £37,000 DOE Plus Bonus
Do you enjoy coaching and mentoring others on providing brilliant service to every customer? Are you looking for a job with line management opportunities, where you will be leading and inspiring colleagues to meet team goals? If so, we’d love you to apply for our Team Leader opportunity in our Sales and Service Insurance Team.
Summary of the role:
In this role, you will be managing a team of up to 10 sales and service agents who are all currently performing to a high standard! Some of your main responsibilities will be:
- Motivating, developing, and empowering a high-performing team of Sales and Service Agents to deliver results and exceed targets.
- Driving daily success through smart call centre management: handling inbound/outbound activity efficiently, managing call queues, and hitting service level agreements.
- Coaching and mentoring your team. Celebrating top performers, supporting underperformers with improvement plans, and unlocking everyone's full potential.
- Analysing performance metrics and using data-driven strategies to optimise productivity, improve service delivery, and meet KPIs.
- Ensuring every customer interaction is a great one with the ability to resolve escalations swiftly and accurately, whilst maintaining high levels of satisfaction.
- Recruiting top talent and making sure your team is always equipped with up-to-date knowledge and industry compliance.
- Working cross-functionally with other departments and team leaders to build a strong, collaborative, and high-impact call centre environment.
- Aligning with stakeholders, championing best practices, and driving continuous improvement across the operation.
Skills and Experience Required/Desired:
- Previous leadership experience within a contact centre would be advantageous, although we welcome candidates with transferable leadership experience from other environments.
- A proactive, solution-focused mindset with a flexible, can-do attitude.
- Strong interpersonal skills and being able to connect, communicate, and build trust across all levels, including senior leadership.
- Confident in influencing decisions, managing conflict with empathy, and navigating challenging situations with professionalism.
- A natural leader with the ability to motivate others and drive performance through strong people management.
- Highly organised and self-motivated, skilled at prioritising, meeting deadlines, and delivering results under pressure.
- A strategic thinker who can also deep-dive into details, analyse data, and spot opportunities for improvement.
Benefits:
- A generous base salary of £32,000-£37,000 Plus Bonus
- Monday – Friday, between 9am – 6pm
- Benefits include 25 days holiday, pension, and life insurance.
- Training opportunities, fully funded qualifications, and learning and development courses.
- Progression opportunities.
- Department events.
- Fun, positive work culture.
- Gallagher Premiership Rugby Tickets.
- Gallagher Benefits Choice Portal.
- Employee referral scheme.
About Us:
Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive, and people prosper. We live a culture motivated by The Gallagher Way, our set of shared values. A culture driven by our people, over 30,000 strong, serving our clients with customised solutions that will protect them and fuel their futures.
Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. Gallagher is committed to diversity of opportunity for all and is opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age, and those with caring responsibilities.
We want Gallagher to be the organisation that all our people are proud to be a part of and where everyone can call themselves one of the team. Where our culture is embracing of difference, where you can be the best and, perhaps most importantly, be yourself.
We are all different in some way. If we were all the same, and all thought the same, we would be vulnerable as a group. By welcoming and encouraging diverse opinions and backgrounds within our organisation, we will have a healthier, more innovative and ultimately more profitable business.
If this sounds like somewhere you’d like to join, we’d love to hear from you. If you require flexibility for a role you are applying for, give us a call to chat through the options.
