Team Manager, Automotive Contact Centre in Mitcheldean

Team Manager, Automotive Contact Centre – Mitcheldean, UK

Employment Type: Permanent | Reports To: Operations Manager, Automotive | Business Unit: Operations | Location: Mitcheldean, UK (Onsite)

Opportunity

We are looking for a people-focused leader who enjoys helping teams deliver brilliant customer experiences.

In this role, you will create an inclusive, supportive and high‑performing environment where colleagues feel trusted, coached and empowered to do their best work.

You will help your team deliver service that makes a real difference for our customers while supporting operational goals and continuous improvement.

The role is suited to an experienced Team Manager or someone ready to step into people leadership.

Responsibilities

• Lead, coach and support a customer‑facing team to deliver high‑quality service.
• Create a positive and inclusive team culture where colleagues feel valued, respected and able to contribute.
• Use regular one‑to‑ones, feedback and development conversations to help colleagues grow and perform at their best.
• Monitor team performance, customer outcomes and quality measures, using data to identify opportunities for improvement.
• Support complex customer queries and escalations with empathy, professionalism and sound judgement.
• Encourage continuous improvement by listening to colleagues, sharing ideas and helping the team adapt to change.
• Work collaboratively with HR, Talent Acquisition, Training and other support teams to deliver fair, consistent and positive people outcomes.

Qualifications

• Experience leading, coaching or supporting people in a customer‑focused environment such as a contact centre, retail, hospitality, service or operations setting.
• A collaborative leadership style, with the confidence to motivate others, give constructive feedback and build trust.
• Strong communication skills and the ability to adapt your approach for different people and situations.
• Comfort using information, feedback or performance data to understand what is working well and where improvements are needed.
• Good organisational skills, prioritising, decision‑making and staying calm in a fast‑paced environment.
• A genuine interest in developing people, improving customer experience and creating a team culture where everyone can thrive.
• What Will Help You Stand Out
• Experience leading change, improving processes or supporting colleagues through new ways of working.
• Confidence using digital tools, systems or reporting to support team performance and customer outcomes.
• A growth mindset and commitment to ongoing learning.

Benefits

• Performance bonus scheme.
• Flexible working options where the role allows.
• A range of financial, wellbeing and social benefits.
• Internal wellbeing support.
• Learning and development opportunities to support your career growth.
• Equal Opportunities

At Assurant, we are committed to creating an inclusive environment where everyone can thrive.

We welcome applications from people of all backgrounds and experiences, and we are happy to discuss adjustments or additional support during the recruitment process.

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