Job Description

Job Title: Team Leader - SME Renewals Team

About the Team

We pride ourselves in delivering great results through a combination of hard work, collaboration, and dedication. Working for Brightside is all about making a difference. A difference for our customers and our business. It is about putting our customers at the heart of what we do - doing the right things and doing them well. We have created an environment which empowers individuals and rewards hard work.

About the role

You’ll need to be passionate about getting the best out of your team and demonstrate the right behaviours to be a real role model to our people.

At Brightside, our customers are truly at the heart of everything we do, and our people live and breathe this, so you’ll need to as well. You’ll be someone who can balance a customer focus with a commercial edge, looking for efficiencies and opportunities in your day-to-day role that deliver real business benefits.

Day to day you’ll be managing the Renewals Team within a contact centre environment. Your team spend most of their time speaking to new or existing customers and discussing their insurance needs.

Key Responsibilities

• Lead and manage a Renewals team, ensuring all SLAs, financial targets, and business objectives are consistently met.
• Drive a performance-oriented culture, supporting colleagues to meet and exceed their KPIs through regular coaching and development.
• Continuously improve customer and colleague-facing processes to enhance service quality and efficiency.
• Ensure full compliance with regulatory and governance standards, including FCA guidelines.
• Understand the commercial and financial impact of team performance and make data-driven decisions to optimise results.
• Embed departmental protocols and ensure service standards are consistently adhered to.
• Maintain up-to-date technical, product, and system knowledge to effectively support your team.
• Track and report on individual and team productivity, identifying trends, insights, and opportunities for improvement.
• Implement structured coaching, training, and development plans for team members, regularly reviewing effectiveness.
• Provide mentoring and guidance, working collaboratively with HR as needed on performance and development matters.

What We’re Looking For

Essential Skills & Experience

• Proven experience in a team leader or people management role, ideally within a customer service or a Sales Environment
• Insurance experience
• Strong leadership skills with the ability to inspire and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to adapt your approach to a range of individuals and situations.
• Comfortable working on your own initiative in a results-driven and customer-oriented setting.
• Analytical mindset and confident decision-maker.