Contact Centre Team Manager

Contact Centre Team Manager (Insurance)

12Month Parental Leave Cover

Salary:Benefits Profit Share Bonus

Office based at the HX Campus Newingreen

We care deeply about inclusive working practices and diverse teams. If youd prefer to work parttime or as a jobshare well facilitate this wherever we can whether to help you meet other commitments or to help you strike a great worklife balance.

About

At Holiday Extras were on a mission to make travel hasslefree. In Insurance Operations that means delivering EPIC service to our customers and empowering our agents to do the same every conversation every day.

Were looking for a Team Manager whos passionate about people thrives in a fastpaced environment and knows the power of a great conversation. Youll lead a team of amazing agents supporting their growth guiding their performance and making sure they feel connected to the bigger picture.

The Insurance team plays a crucial role in helping our customers travel with confidence. Youll lead a team of around 15 agents enabling them to deliver epic service across live chat email and voice. Youll be comfortable delivering feedback and able to use relevant data and metrics to help your team be the best version of themselves through coaching and support.

The Role

By joining our team youll:

• Be responsible for your team of around 15 agents in the Insurance team a key area of the Contact Centre. Youll support and develop agents to deliver epic service in line with the HX brand.
• Coach and develop your team through regular meaningful 1:1s and performance conversations enabling teams to drive great customer conversations across all customer contact channels (live chat email and voice) to hit performance targets.
• Be responsible for the delivery of objectives in your team Youll build strong relationships around the business to help you remove blockers suggest improvements initiatives and new ways of working.
• Own the management and development of engagement within your team.
• Lead at pace using data and insights to help your team deliver brilliant outcomes for our customers
• Champion the HX Strategy helping your team understand how their daytoday work powers the success of the business
• Create a culture where people feel supported heard and empowered to do their best work

What you can bring to our team:

• A passion for delivering great customer service You know the customer should be at the heart of every interaction. Instinctively you live this daily setting an excellent example to others
• You understand how to support develop and motivate a team
• An interest or understanding of how AI can transform our daytoday
• You are calm under pressure enjoying the challenge and buzz of a busy call centre
• An understanding of team resourcing adherence and budget management and how to support with these.
• Excellent decision making considering both the needs of the business and the customer ensuring a fair balance
• You love to work as a team and share skills knowledge and tasks willingly
• Organisation and a key eye for detail
• An analytical approach to results and are always looking for ways to bring about improvements

Due to the nature of working in a Call Centre environment this role will need you to be flexible in your working patterns working shifts across our call centre opening hours to support our customer needs::

• Monday Friday (09:00 20:00)
• Saturday Sunday (09:00 17:00)
  

Everyones career path is individual and different so this is just a guide. If your experience doesnt precisely match this youre encouraged to apply so that we can discover your unique talents!

Our Vision & Strategy

Our Insurance Ops team exists to deliver brilliant personal service to our customers whether theyre buying amending or renewing their travel insurance policy. We do this by building highperforming engaged teams fuelled by coaching development and a shared sense of purpose.

Youll play a key part in making that vision a reality bringing our HX Strategy to life in your team and making sure every agent knows the value they add.

If youre ready to lead with energy empathy and focus and want to be part of a team where no day is the same wed love to hear from you!

How we hire for this role

We know your time is precious so we keep our recruitment process as quick and easy as possible. If we believe you might be a match for a job youve applied for youll enter our hiring process as follows:

• Initial video interview with Recruiter and Insurance Lead
• Role related assessment tasks
• Face to Face interview

Cultivating a diverse and inclusive culture is paramount for us.

Recognising we are all different if for whatever reason you need us to adapt the process please get in touch via .

Why choose Holiday Extras

We believe that holidays are the most precious time of all so we create products tech and services that make travel and holidays memorable and fun. Were on a mission to be the only place to go for your holiday extras offering unparalleled choice value and service turning our customers ordinary trips into extraordinarily good times.

At Holiday Extras were creating a workplace where everyone can thrive build their careers and reach their limitless potential. By joining our team you can enjoy a world of benefits to enhance your lifestyle and wellbeing. We want you to feel supported and rewarded every day. Learn more about our culture and benefits.

• Time is precious: 25 days annual leave (BHs) extra holidays through Holiday Buy Birthday Day Off and Sabbaticals at each milestone.
• Parental Leave: Enhanced parental leave Up to 1 year off including 13 weeks at 100% pay 13 weeks at 50% pay
• Road to wellbeing: Access to Gym Discounts Private Dental Insurance and Private Medical Insurance (after 4 years)
• Celebrate success together: Enjoy a Profit Share Bonus and a pension scheme with Aviva.
• Good for the soul: Join our Social Club for 25% off any ticket or event in the UK Discounts on the latest tech or give back to your community with our Volunteering Scheme.
• Plan ahead: Income protection Critical illness cover and Life assurance