Operations Team Leader - Renewals in Leicester

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there.

As one of our Team Leaders, you’ll be responsible for building a culture of excellence within your team by giving clear guidance and making sure colleagues know how important their role is in delivering our business strategy. You’ll achieve this by coaching & developing your people to deliver market leading customer experience, recognising achievements, all while creating a great team atmosphere and culture of continuous learning. You will lead by example, keeping the customer at the heart of everything you do, a champion for great call quality, first time call resolution, demonstrating to your team how this can be achieved through effective listening, problem solving and taking ownership.

Customer feedback is core to how you continue to develop your team and part of your focus will be around how a customer feels about Hastings after every interaction with our teams - whether they choose to stay with us or not.

• Engages Motivates and Inspires by: Set high standards and encourage team members, bringing the goals and targets alive by getting to know the team and understanding how to get the best out of each one of them. Communicating the targets and expectations clearly through ownership of the messages. Recognising and rewarding the right behaviours, taking action to address poor behaviours. Encourage individuals and celebrate team success to create self-sustained and positive energy in the team.
• Grows People and Grows Performance through: Build each team member's skills through individual coaching, providing honest straightforward feedback both in the moment and more formally. Think ahead in terms of capability needs, spotting talented individuals and developing them. Setting personal development objectives and plans for team members, reviewing them regularly. Analysing MI in preparation for effective coaching and feedback sessions. Ensuring identification of ways to improve team performance and regularly hold motivating one to one sessions where team members learn and grow. Spend a minimum of 50% of the time coaching and developing the team, through monitoring calls, performance one to ones, providing detailed feedback and creating development plans.
• Make a difference for our colleagues and customers by: Share knowledge with customers and colleagues, to ensure the service provided makes a difference. Provide customers and colleagues with appropriate solutions to their queries, requests or complaints in line with control, standards and our brand values. Mobilise and work with colleagues across the wider team and business to deliver great service experiences, allowing colleagues to develop their skills and the work gets done. Ensure that you (and any direct reports) meet customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
• Building One team and One Business by: Understand our customers’ needs and model customer focus by delivering the Hastings Way behaviours. Walk the floor, connecting with other teams and departments to ensure the team work effectively. Cascade information in an objective way, explaining why things are the way they are, asking for feedback, actively seeking the teams ideas and championing the Hastings Values with confidence and conviction.
• Delivers the essentials in a balanced way through: Ensures that routine processes deliver compliance with company and other relevant standards and regulations at all times including Data Protection, FCA & TCF. Anticipate and solve problems, removing obstacles for team members so they can focus on service and sales delivery. Drive rigour and maintain compliance in every activity whilst ensuring that colleagues are treated fairly. Prioritise resource to meet customer demand, ensuring effective workflow to meet all customer SLA’s.
• Knows our Business and our Industry through: Know the regulatory frameworks in which we operate, ensuring the team adheres to industry and regulatory standards. Understand the overall 4 C’s objectives, managing the team to achieve all of the targets and objectives set.
• Takes Ownership and Responsibility by: Role Model a Can-Do attitude to challenges and problems, taking responsibility for solutions even when involving others to resolve. Ensure that you (and any direct reports) are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business. Ensure completion of all training as mandated by the company and regulated by the FCA. Ensure that direct reports and self, achieve and demonstrate levels of competence required to fulfil job requirements.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – so if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).

In addition to a competitive salary, 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.
• Financial wellbeing – as well as 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, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs.
• 25 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’ll 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’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.