Contact Centre Team Leader in Bristol

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them.

Are you a motivated and organised leader who is passionate about providing outstanding service? Do you excel in a fast-paced environment and have a talent for encouraging teams to reach their highest potential? If so, we have the perfect opportunity for you! As a Contact Centre Team Leader in our Pension administration department, you will have a key role in delivering exceptional member service. You will guide and support a team of 10-15 people, creating a collaborative and high-performing atmosphere. Your responsibilities include ensuring casework is processed accurately and on time, upholding quality standards, and promoting ongoing improvements to boost the department’s impact on the business.

How you’ll make an impact:

• Leadership & Motivation: Lead, engage, and inspire your team to build strong relationships and deliver exceptional service.
• Training & Development: Provide support and training to team members, working closely with the Principal Pensions Associate to progress their development.
• Collaboration: Work closely with other teams to guarantee smooth and cooperative client service delivery.
• Performance Management: Monitor staff performance, address concerns, and implement improvement plans where necessary.
• Quality Assurance: Manage the completion of administration tasks, ensuring alignment with internal processes, company policies, and governing regulations.
• Error & Complaint Handling: Ensure errors and complaints are managed effectively, with remedial actions implemented to prevent recurrence.
• Data Protection: Safeguard member data during case processing and correspondence.
• Reporting: Prepare and review member correspondence and client reports.
• Support: Assist the administration team and attend new business pitches as required.

We are seeking a dynamic and experienced leader who has a solid background in leading teams that are accountable for delivering excellent service to individuals via telephone. This doesn’t necessarily need to be in the Pension industry, although experience in this area or a similar field (such as broader Financial Services, or perhaps utilities or telecommunications) could be a bonus. You will also have:

• Proven experience in managing and mentoring team members.
• Strong prioritisation skills to meet deadlines and disclosure requirements.
• Effective communication talents to encourage and energize your team as you develop robust connections with other departments.
• Proficiency in Microsoft Office.
• A collaborative approach and the ability to work effectively as part of a team.

At Gallagher, we are dedicated to nurturing a culture of integrity, collaboration, and innovation. We are seeking an individual who demonstrates the following behaviours:

• Integrity & Trust: Doing the right thing and taking personal responsibility.
• Building Relationships & Networks: Embracing diversity and fostering strong connections.
• Collaboration: Sharing, supporting, and being inclusive to achieve mutual success.
• Client Excellence: Understanding and meeting the needs of clients for long-term relationships.
• Planning & Results: Building plans, aligning resources, and driving performance.
• Business Insight & Strategy: Analysing problems, thinking strategically, and understanding the broader industry context.
• Innovation: Generating new ideas and embedding necessary changes.

At Gallagher, our focus is on delivering personalized and all-encompassing insurance services, practical risk management methods, and a thoughtful approach to organisational wellbeing. We prioritise our people’s health, financial stability, and career advancement in harmony with their objectives. If you are ready to take the next step in your career and make a meaningful impact, we would love to hear from you!

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days.
• Defined contribution pension scheme, which Gallagher will also contribute to.
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x.
• Income protection, we’ll cover up to 50% of your annual income, with options to top up.
• Health cash plan or Private medical insurance.
• Other benefits include:

• Three fully paid volunteering days per year.
• Employee Stock Purchase plan, offering company shares at a discount.
• Share incentive plan, HMRC approved, tax effective, stock purchase plan.
• Critical illness cover.
• Discounted gym membership, with over 3,000 gyms nationally.
• Season ticket loan.
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase.
• Emergency back-up family care.
• And many more…

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know. Should you require reasonable adjustments to your application, please get in touch with TAGlobalSupport@ajg.com. If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are 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.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.