​Operations Team Leader

Location Salisbury
Discipline: Business Support
Job type: Permanent
Salary: £33k (c)
Contact name: Samantha Ainslie

Contact email: sam@requireconsultancy.com
Job ref: Job ID: 36308
Published: 1 day ago
Expiry date: 23 May 2025 23:59

Operations Team Leader – Financial Services/Insurance

Role Summary
We’re seeking an experienced and driven Operations Team Leader to take charge of a high-performing team within a fast-paced omnichannel customer service environment. This is a pivotal role focused on elevating service delivery, enhancing customer satisfaction through continuous improvement, and leading teams to exceed operational targets and SLAs. Ideal for someone with a strong background in Financial Services or Insurance, this role offers a dynamic opportunity to lead from the front and make a real impact on the customer journey.

Key Responsibilities

  • Lead, inspire, and motivate a team to deliver exceptional service across multiple channels

  • Coach and develop team members, providing structured one-to-ones and ongoing performance feedback

  • Take ownership of escalated customer queries and ensure swift resolution

  • Drive continuous improvement initiatives that enhance the voice of the customer

  • Monitor and report on team performance, KPIs, and service levels

  • Deliver engaging, effective training sessions and quality reviews

  • Manage resources effectively to maintain optimal team productivity

  • Collaborate with cross-functional teams to support wider business goals

  • Foster a supportive, performance-driven culture where colleagues thrive

What We’re Looking For

  • Proven experience leading teams in Financial Services, Insurance, or similar regulated environments

  • Strong interpersonal and communication skills

  • A meticulous, proactive leader with a focus on quality and results

  • A team player with excellent organisational and time management abilities

  • Comfortable working in a fast-moving environment with changing priorities

  • Passionate about coaching, mentoring, and empowering others

This is a fantastic opportunity for someone ready to take the next step in their leadership journey while helping shape the future of customer service delivery in a trusted and growing business. To get your application underway, please contact Sam today.