Company: Hood Group Ltd.
Location:
Job Description:
Key Responsibilities
- Leading, developing and motivating your team to consistently deliver outstanding customer experiences across phone, email and webchat.
- Ensuring your team meets key service levels and quality standards, including call handling, complaint resolution and customer satisfaction.
- Overseeing training, development and performance management, ensuring all team members reach their potential and remain compliant with regulatory standards.
- Building strong relationships with clients and senior internal stakeholders, acting as an ambassador for Hood Group.
- Driving continuous improvement in our processes and championing positive change within the contact centre.
What We Need From You
- Proven experience managing teams in a fast-paced contact centre, ideally within insurance or financial services.
- Results-driven, commercially minded and able to make sound operational decisions.
- You excel at balancing people management with client relationship responsibilities.
- You are confident in analysing data to drive performance and make improvements.
- You have excellent interpersonal and communication skills, able to influence at all levels.
- Experience managing a team of 15-20 people for at least 12 months.
Benefits
- 31 days annual leave including bank holidays
- Employee Assistance Program
- Pension Scheme
- Health cash plan
- Incentive of £250 on refer a friend scheme
- Social company events and employee recognition scheme (Hood Stars)
- Supplied laptop and any necessary professional equipment as required.
Location: Southend office
#J-18808-Ljbffr…
Posted: April 8th, 2026