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.

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 and 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.

Job details – you’ll need to have demonstrable experience in:

• 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.
• 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.
• 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 works effectively. Cascade information in an objective way, explaining why things are the way they are, asking for feedback, actively seeking the team's 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 & TCFA. 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.
• 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.

Transferable essential skills we would love you to have:

• Proven leadership ability with the ability to facilitate team meetings, discuss feedback and performance management and motivates and inspire teams.
• Good commercial acumen with the ability to solve problems, make decisions and prioritise tasks.
• Knowledge of customer service and complaints.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).

If you’d like to find out more, please reach out to the recruitment team – recruitmentteam@hastingsdirect.com.

Benefits: In addition to a competitive salary, you will also receive flexible working, a competitive bonus scheme, financial wellbeing support, mental wellbeing programme, and 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.

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.

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.