Contact Centre Manager - Home

Job Title : Contact Centre Manager - Home

Location : Leicester (Hybrid)

Pam Angel HR Director Welcome to Hastings Direct

Were a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. Weve made huge investments in our data and tech capabilities over the past few years along with nurturing our 4Cs culture. Were proud of the journey were on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over three million customers but we know theres even bigger opportunity out there. The fact youre now reading this job advert means weve tempted you to find out more about #lifeatHD we really hope you like what you see and youll 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 youre excited about joining us and think you have some of what were looking for even if youre not 100% sure we would love to hear from you.

Role overview

This role will lead our Home operation which includes New Business Customer Services and Renewals. We have been on an exciting journey within our Home operation with significant growth over the last 12 months. Our ambition is to continue this growth by creating an exceptional operation that is focused on our customers our colleagues and our commercial aims. We are also building an omni channel strategy with this role being pivotal in helping Hastings 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 youll 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 Hastings Direct to become a market leader becoming significantly larger that 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 will improve results and identify key areas of process improvement

Ensuring that 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 (experience of managing outbound teams and diallers would be advantageous!)

A natural leader who is comfortable working in a fast-paced environment with proven skills of supporting teams and continually looking to drive improvements

Demonstrable coaching skills that showcase how you deliver personal authentic sessions with teams to drive performance action ownerships and deliver results consistently

The interview process

Our interview process involves the below :

Recruiter screening call

1st stage interview with hiring leader

2nd interview with hiring leader another peer (with a case study sent in advance)

As a Disability Confident employer were committed to ensuring our recruitment processes are fully inclusive what this means to you is if youre applying for a job with us youll 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 careers 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

Theres 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 youll 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 youll be helping to drive our growth so in return well 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 well 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.

At Hastings Direct were 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.

Job posting end date :

Required Experience :

Manager

Key Skills

Crisis Management,Pain Management,Developmental Disabilities Experience,Employee Evaluation,Direct Support,Management Experience,Remodeling,Case Management,Home Care,Nursing,Supervising Experience,Social Work

Employment Type : Full-Time

Experience : years

Vacancy : 1