At a Glance
- Tasks: Lead and inspire a team of call centre agents to deliver exceptional customer service.
- Company: Join Gallagher, a leader in insurance with a focus on collaboration and growth.
- Benefits: Competitive salary, performance bonuses, generous holiday, and health benefits.
- Other info: Enjoy progression opportunities, team events, and a positive work culture.
- Why this job: Make a real impact by coaching others and driving team success in a dynamic environment.
- Qualifications: Experience in a contact centre is preferred; strong leadership and communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Do you enjoy coaching and mentoring others on providing brilliant service to every customer? Are you looking for a job with line management opportunities, where you will be leading and inspiring colleagues to meet team goals? If so, we'd love you to apply for our Team Leader opportunity in our Motorhome and Motorbike insurance team.
Key Responsibilities
- Managing a team of up to 10 call centre agents who are all currently performing to a high standard.
- Motivating, developing, and empowering a high-performing team of Call Centre Agents to deliver results and exceed targets.
- Driving daily success through smart call centre management: handling inbound/outbound activity efficiently, managing call queues, and hitting service level agreements.
- Coaching and mentoring your team.
- Celebrating top performers, supporting underperformers with improvement plans, and unlocking everyone's full potential.
- Analysing performance metrics and using data-driven strategies to optimise productivity, improve service delivery, and meet KPIs.
- Ensuring every customer interaction is a great one with the ability to resolve escalations swiftly and accurately, whilst maintaining high levels of satisfaction.
- Collaborating with the wider business to shape sales strategies, identify new opportunities, and stay ahead of market trends.
- Recruiting top talent and making sure your team is always equipped with up-to-date knowledge and industry compliance.
- Working cross-functionally with other departments and team leaders to build a strong, collaborative, and high-impact call centre environment.
- Aligning with stakeholders, championing best practices, and driving continuous improvement across the operation.
Required Qualifications
- Proven experience working in a contact centre environment, ideally within insurance, although this is not essential.
- A proactive, solution-focused mindset with a flexible, can-do attitude.
- Strong interpersonal skills and ability to connect, communicate, and build trust across all levels, including senior leadership.
- Confident in influencing decisions, managing conflict with empathy, and navigating challenging situations with professionalism.
- A natural leader with the ability to motivate others and drive performance through strong people management.
- Highly organised and self-motivated, skilled at prioritising, meeting deadlines, and delivering results under pressure.
- A strategic thinker who can also deep-dive into details, analyse data, and spot opportunities for improvement.
Benefits
- Base salary that is competitive and dependent on experience, plus performance bonus.
- Working hours: Monday to Friday, 9 am to 6 pm, with one Saturday morning per month on rotation.
- Minimum of 25 days holiday, including bank holidays, with the option to buy additional days.
- Defined contribution pension scheme, with Gallagher contributing.
- Life insurance paying 4 basic annual salary (up to 10 with top up).
- Income protection covering up to 50 % of annual income, with topping up options.
- Health cash plan or private medical insurance.
- Training opportunities, fully funded qualifications, and learning and development courses.
- Progression opportunities within the organisation.
- Department events and a positive work culture.
- Gallagher Premiership Rugby tickets.
- Gallagher Benefits Choice Portal access.
- Employee referral scheme.
- Three fully paid volunteering days per year.
- Employee Stock Purchase plan offering company shares at a discount.
- Share incentive plan, HMRC approved and tax effective.
- Critical illness cover.
- Discounted gym membership at over 3,000 gyms nationally.
- Season ticket loan.
- Discounted voucher portal for everyday savings.
- Emergency back up family care.
Equal Employment Opportunity
We are committed to inclusion and diversity. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by our managers, employees, vendors or customers based on protected characteristics. We make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless it would impose undue hardship on the operation of our business.
Team Leader Devitt employer: Job Search Place Limited
Gallagher is an exceptional employer that prioritises employee development and a positive work culture, making it an ideal place for those looking to lead and inspire a high-performing team. With competitive salaries, comprehensive benefits including health plans and generous holiday allowances, as well as opportunities for progression and professional growth, employees are empowered to thrive in their roles. Located in a dynamic environment, Gallagher fosters collaboration and innovation, ensuring every team member feels valued and supported in their journey.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader Devitt
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader Devitt
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
