Network Management Team Leader

Site: Hull

Working hours: 7.5 hours, Monday to Friday + 1 in 6 Saturdays, 08:30-12:30

Purpose

To be responsible for supervising the Network Management Team to deliver the highest possible standards of service and performance. Building relationships is very important in this role and must be sustained at all times.

Leadership & Performance Management

• Line manage a team/teams within the Network department.
• Conduct regular, structured 1-2-1s focused on performance, behaviour.
• Oversee performance management processes including improvement plans, capability frameworks and formal PIPs where required.
• Act as the first escalation point for performance, conduct and absence management.
• Support recruitment, onboarding and induction of new team members.
• Identify exemplary performance and recommend individuals for reward and recognition.
• Provide cover in the absence of the Senior Team Leader.
• Duties or functions in addition to or instead of your usual duties if the needs of the business so require, that are within your capability and status.

Operational Oversight & KPI Delivery

• Maintain full oversight of team performance against KPIs, including productivity, quality, SLA adherence and customer outcomes.
• Oversee day-to-day operational performance across all your team, ensuring resources are realigned to respond to trends and demand.
• Manage staff holidays and absence, undertake investigation meetings and liaise with HR as required.
• Support short- and medium-term resource planning alongside the Network Manager.
• Ensure claims leakage and cost exposure are minimised through strong controls and adherence to process.
• Act as a first level escalation point for your team, ensuring FCA and SLA compliance.

Quality, Audit & Compliance

• Monitor, audit and report on the team's performance. Set and monitor targets.
• Analyse audit outcomes, trends and root causes, ensuring actions and re-testing are in place.
• Ensure FCA, client, SLA and internal policy requirements are embedded and consistently applied.
• Promote data security and strict adherence to GDPR, DPA and information governance standards.
• Ensure the accurate and detailed recording of all information utilising our management systems so as to provide comprehensive audit trails.
• Manage complaints in line with policy.

Coaching, Development & Succession

• Coach and mentor Team members to develop strong people, not just task management.
• Implementation of full training package, ensuring up to date and ongoing training is provided to all team members and recorded, working with the training dept.
• Support the creation and delivery of departmental training plans and leadership development programmes.
• Carry out annual staff appraisals.
• Support apprentices and ongoing capability development.
• Identify high-potential talent and support succession planning.
• Promote consistent leadership behaviours and expectations across the department.

Continuous Improvement & Change

• Identify and lead or support departmental improvement initiatives to improve efficiency, customer outcomes and staff engagement.
• Support the delivery of projects, initiatives and transformation activity.
• Act as a change champion, ensuring effective communication, adoption and embedding of new ways of working.
• Provide insight, data and recommendations to support departmental and business-wide initiatives.
• Assist the department in setting KPI targets.
• Building a strong working relationship with Team Leaders at any other business site to create alignment across the departments.
• Participate in inter-departmental meetings and team meetings.

Stakeholder & Governance Responsibilities

• Review monthly departmental performance utilising PowerBi reports, to identify trends and future objectives for the team members to focus on.
• Provide structured reporting for analysis and management of the department and liaise with Dept Manager.
• Participate in departmental, leadership and client meetings as required.
• Support the Senior Team Leader and Network Manager with Health & Safety responsibilities.
• Ensure DSE assessments are completed and equipment logged appropriately.
• Support disciplinary and grievance processes in liaison with HR.
• Ensure all activity aligns with company policies, procedures, values and client expectations.
• Promote our business and that of our clients by providing exceptional and friendly service at all times.

Person Specification

• Proven leadership experience, ideally within claims, insurance or a regulated environment.
• Strong performance management, coaching and people development capability.
• Strong analytical skills with the ability to interpret data and drive improvement.
• Confident, fair and consistent decision-maker.
• Highly organised, proactive and resilient.
• Strong IT skills, including Microsoft Office applications such as Outlook, Excel, Power Bi with the ability to produce good quality reports.
• Can work to agreed deadlines, targets and objectives.
• Can build and maintain relationships.
• Can work as part of a team as well as autonomously to a high level of accuracy.
• Have strong communication skills.
• Have commitment to providing a first-class service.

Deadline for applications: Friday 13th February 2026.

To Apply: If you feel you are a suitable candidate and would like to work for Vizion Network, please click apply to be redirected to our website to complete your application.