DESCRIPTION

InsureandGo is one of the UK’s leading travel insurance specialists, proudly helping customers travel with confidence for over 20 years. With an outstanding 4.9-star Trustpilot rating, our reputation is built on consistently delivering exceptional customer experiences.
We’re proud to be a Which? Recommended Provider, and our award-winning policies are 5-star rated by Defaqto. From offering specialist cover for pre-existing medical conditions to supporting customers when they need us most, we believe travel should be accessible to everyone.
We’re now looking for a Customer Service Team Manager who leads by example, inspires team spirit, and drives high performance — all while putting exceptional customer service at the heart of everything they do. If you’re passionate about coaching others, delivering service excellence, and thrive in a fast-paced, ever-changing environment, this could be your ideal next step.

WHAT WE’RE LOOKING FOR

• Experienced in leading customer service or contact centre teams, with a focus on performance and team culture
• A strong understanding of sales metrics, targets, and what makes teams tick.
• Someone who’s great at coaching and knows how to bring the best out in people.
• A solid grasp of Contact Centre operations and how to keep things running efficiently.
• A proactive, solutions-focused mindset — you’re always looking for ways to improve.
• A team player who loves collaborating and is all about hitting shared goals.
• Passion for giving customers great experiences, especially those who need extra reassurance when booking travel.

• Inspire and Lead a High-Performing TeamDrive a positive, empowered team culture by leading, supporting, and motivating Customer Service Agents. Champion AllClear’s values to ensure every customer interaction reflects our commitment to exceptional service.
• CHAMPION SERVICE EXCELLENCEMonitor key performance indicators (KPIs), customer satisfaction scores, and resolution metrics to maintain high service standards. Use insights from feedback, audits, and trends to proactively improve the customer experience.
• COACH, DEVELOP, AND GROW TALENTDeliver meaningful coaching, structured training, and regular performance reviews. Help team members reach their full potential by setting clear expectations and celebrating progress.
• COLLABORATE FOR SEAMLESS CUSTOMER JOURNEYSWork closely with internal teams—including Compliance, Sales, and Planning—to ensure a joined-up approach to service. Share insights and feedback that shape smarter strategies and better customer outcomes.
• TAKE OWNERSHIP OF ESCALATED ISSUESHandle complex queries and complaints with empathy, professionalism, and speed. Ensure every resolution aligns with company policies, regulatory standards, and puts the customer first.
• OPTIMISE RESOURCE PLANNINGPartner with workforce planners to ensure the right coverage at the right time. Maintain service levels by aligning team capacity with forecasted demand and reducing customer wait times.
• PROMOTE COMPLIANCE AND BEST PRACTICEEnsure your team operates within FCA guidelines, data protection laws, and company policies. Embed quality assurance practices and lead by example with ongoing training and procedural updates.