Gerrard White Consulting
Motor Insurance Customer Care Team Lead
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Customer Care Team Leader – Motor Insurance
Rainham, Essex (Hybrid – 4 days office-based, 1 day from home)
Up to £32,000, dependent on experience, plus benefits including a bonus
IMPORTANT: This role is only open to candidates with existing Team Leader/Team Manager experience gained specifically within a motor insurance customer care, contact centre or service environment. Applications from candidates without this specific background unfortunately cannot be considered.
About the Role
We're recruiting on behalf of a growing motor insurance business for an experienced Customer Care Team Leader to run the day-to-day operations of its frontline Customer Care team. Working closely with the Customer Care Manager, trainers and agents, you'll keep the team supported, motivated and performing at its best, ensure high service standards and SLAs are met, help the team convert new business and renewal opportunities, and keep processes compliant, all while building a positive, collaborative team culture.
This is a hands-on leadership role based in Rainham, Essex, working a hybrid pattern of four days in the office and one day from home each week.
Key Responsibilities
New Business & Renewals
- Use your motor insurance sales and customer experience to keep the team motivated and focused on promoting the genuine benefits of the products on offer
- Help drive customer retention by keeping workflows organised and ensuring every opportunity to retain a customer is explored
- Partner with the Customer Care Manager on team reporting and forecasting for growth and renewal volumes
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Service Excellence
- Keep response times sharp and ensure SLAs are consistently met across calls, chats and emails
- Identify practical ways to improve service efficiency and customer satisfaction without compromising on quality
- Lead by example on clear record-keeping and audit readiness
Team Leadership & Development
- Set clear expectations for performance and hold the team accountable in a supportive, fair way
- Run monthly 1-2-1s and regular team catch-ups to share feedback, track progress and keep communication flowing
- Work closely with the Customer Care Trainer to identify skills gaps and ensure the team receives the right training, particularly around sales and renewals
Compliance & Quality
- Ensure the team complies with all internal and external regulations, including FCA and GDPR requirements
- Identify potential compliance issues early, escalate to the Customer Care Manager, and liaise with teams such as Complaints to resolve them
- Maintain accurate, high-quality records of customer interactions
Operational Oversight & Culture
- Build strong relationships with customers, ensuring they receive a helpful, high-quality service every time
- Foster a collaborative, inclusive environment where the whole team supports one another
- Manage team rotas and shift cover to ensure the team is always well-supported and available
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What We're Looking For
- Motor insurance team leadership experience (ESSENTIAL): proven experience leading a team within a motor insurance customer care, service or contact centre environment - this is a non-negotiable requirement for the role
- Sales & commercial awareness: hands-on sales or retention experience to spot business opportunities, drive team performance and inspire the team to hit new business and renewal targets
- Proven team leadership: the ability to motivate, coach and inspire a frontline team, building a culture of accountability, ownership and shared success
- Clear, impactful communication: strong interpersonal skills to communicate goals, performance metrics and feedback clearly
- Professionalism & integrity: a trusted leader who leads by example and maintains confidentiality on sensitive matters
- Reliability & empathy: a dependable, approachable manager who listens actively and shows genuine empathy when resolving issues
What's On Offer
- Salary up to £32,000, dependent on experience, plus benefits including a bonus
- Hybrid working: four days office-based in Rainham, Essex, one day from home
- Genuine ownership of your team's day-to-day performance and direct input into shaping frontline operations
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