Call Centre Team Manager

Are you ready to transform the insurance industry?

Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.

Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013.

As a Team Manager, you’ll do more than manage — you’ll lead. You’ll be a mentor, motivator, and culture-shaper, guiding a team of call centre professionals to success. You’ll balance operational excellence with emotional intelligence, ensuring your team not only hits targets but also feels heard, valued, and inspired.

We’re looking for someone who’s hands-on, emotionally intelligent, and driven by the development of others. If you believe that a great leader listens as much as they speak, celebrates wins big and small, and builds a sense of purpose into the everyday — we want to hear from you.

Your Core Responsibilities

Lead and Inspire
Create a team culture that thrives on connection, trust, and shared goals. Motivate individuals with empathy, positivity, and clarity.

Drive Operational Excellence
Keep daily operations running smoothly, while championing best practice, productivity, compliance, and high performance.

Coach and Develop
Invest in your team’s growth through coaching, feedback, and continuous learning. Help people discover their strengths and build their careers.

Performance & Insight
Monitor key metrics and performance, using data-driven insights to create meaningful improvement plans that boost service and engagement.

Champion Culture & Inclusion
Foster an environment where everyone feels safe to share ideas, contribute, and be themselves. Lead with emotional intelligence, fairness, and integrity.

Lead with Knowledge
Use your call centre expertise (ideally within insurance) to guide your team with clarity, ensuring quality, compliance and customer excellence are always front and centre.

Communicate with Impact
From team huddles to one-to-ones, your communication will empower, unite, and align your team around shared goals and values.

Who You Are

You're more than a manager — you're a role model. You inspire others by being authentic, fair, and consistent. You’re not afraid to hold high standards, but you always lead with heart. You understand the power of recognition, know how to bring energy into a room, and believe that fun and focus can go hand in hand.

Key Attributes for Success:

Customer-Centric Mindset – You deeply understand what great service feels like and champion it across your team.
Leadership Excellence – You lead with empathy, but don’t shy away from accountability.
People Developer – You see potential in others and help bring it to life.
Operational Know-How – You know your way around performance metrics, systems and processes, but always keep people at the heart.
Empathetic Communicator – You listen, speak clearly, and build trust with honesty and care.
Problem Solver – You spot opportunities to improve and love helping others grow through change.
Emotionally Intelligent – You stay calm under pressure and lead with compassion, always mindful of your team’s wellbeing.

Why Join Policy Expert?

Career Growth – A chance to take your leadership to the next level, with a company that genuinely invests in your development.
Make a Real Impact – Help shape the future of our contact centre and the people within it.
Supportive Environment – Work somewhere that values balance, celebrates individuality, and encourages fun.

What’s in it for you?

📍 Based in our vibrant Milton Keynes office
🎓 Access to industry-recognised qualifications
🎉 Regular social events
📚 Enhanced holiday, maternity, and paternity policies
🌈 Employee wellbeing programme and mental health support

Apply Now ✉️

This isn’t just a job — it’s a chance to lead in a way that truly matters. If you're ready to inspire, grow, and make a lasting impact, apply today.