Contact Centre Manager - Home

Location: Leicester (Hybrid)

Welcome to Hastings Direct. We are a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We have made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We are proud of the journey we are on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over three million customers, but we know there is even bigger opportunity out there. The fact you are now reading this job advert means we have tempted you to find out more about us - we really hope you like what you see, and you will join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you are not 100% sure, we would love to hear from you.

Role overview

This role will lead our Home operation, which includes New Business, Customer Services and Renewals. We have been on an exciting journey within our Home operation, with significant growth over the last 12 months. Our ambition is to continue this growth by creating an exceptional operation that is focused on our customers, our colleagues and our commercial aims. We are also building an omni-channel strategy, with this role being pivotal in helping Hastings become the best and biggest digital insurance provider by collaborating across the organisation to maximise opportunities to meet customers' needs, deliver straightforward experiences and good customer outcomes.

Job details - you will need to have demonstrable experience in:

• Playing a pivotal role in the design and execution of the Home strategy, including all initiatives, systems and processes - enabling Hastings Direct to become a market leader, becoming significantly larger than it is today by increasing customer base and profitability.
• Actively supporting the development of the team, ensuring optimum performance and succession planning and managing a stable environment, growing a tenured operation that loves what they do.
• Being responsible for the delivery of all productivity, commercial and customer targets through transformational leadership.
• Embedding a culture of high performance and continuous improvement, ensuring that we always strive to overachieve and improve ways of working for the organisation and our customers.
• Reviewing and analysing data and pulling through clear actions that will improve results and identify key areas of process improvement.
• Ensuring that all customers receive an efficient, professional and high-quality service, delivering the right outcomes in every interaction.

Essential skills/experience:

• Proven track record of over-delivery in a contact centre environment with strong management experience (experience of managing outbound teams and diallers would be advantageous).
• A natural leader who is comfortable working in a fast-paced environment, with proven skills of supporting teams and continually looking to drive improvements.
• Demonstrable coaching skills that showcase how you deliver personal, authentic sessions with teams to drive performance, action, ownership and deliver results consistently.

The interview process

Our interview process involves the below:

• Recruiter screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leader + another peer (with a case study sent in advance)

As a Disability Confident employer, we are committed to ensuring our recruitment processes are fully inclusive - what this means to you is if you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website.

Regrettably, we are unable to offer sponsorship for this role.

Benefits:

• In addition to a competitive salary and £5k car allowance, you will also receive flexible working - we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Physical wellbeing - as a Band 4 colleague, Hastings pay for you to receive private medical insurance (PMI).
• Financial wellbeing - providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme - we have the thrive mental health app, our colleague assistance programme available 24/7, and support groups.
• 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.

Join us and you will find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you will be helping to drive our growth, so in return, we will give you all the support, training and development you need.

At Hastings Direct, we are committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.