Contact Centre Leader - Home in Leicester

Location: Leicester or Bexhill (hybrid)

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. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll 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’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview

As our Contact Centre Leader, you’ll lead our Home operation, which includes New Business, Customer Services and Renewals across all of our customer channels. We’ve been on an exciting journey with our Home space, with significant growth over the last 12 months. Our ambition is to continue our growth by creating an exceptional operation that is focused on our customers, our colleagues and our commercial aims. We’re also building an omni channel strategy, with this role being pivotal in helping us 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’ll 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 us 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 love 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 improve results and identify key areas of process improvement.
• Ensuring 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 in leading general insurance operations, growing omni channel adoption (via means such as Messenger, Livechat etc.) and working closely with outsource partners to ensure market leading outcomes for customers and operational efficiency.
• A proven inspirational and motivational leader who is comfortable working in a fast-paced environment, with a background in supporting teams and driving improvements.
• Demonstrable coaching ability to showcase how you deliver personal, authentic sessions with teams to drive performance, action, ownerships and deliver results consistently.

The interview process

• Recruiter intro/screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders' leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is 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). For more information on the DCS, please visit our inclusive business page on our career's 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 – please speak to your recruiter to discuss in more detail.
• 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 (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen.
• 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%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support.
• 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.
• There's more! – 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’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. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re 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.