Insurance Team Leader

Back Insurance Team Leader
Other Area(s) Permanent Aug 11, 2026 Insurance Team Leader – Personal Lines
Competitive Salary + Annual Bonus+ Benefits
Department: Personal Lines
Location: Ringwood or Sheffield (hybrid working, with travel between offices required) (Travel expenses included)
Working Hours: Full Time
Working Pattern: Hybrid – 2 days office-based
About the Team
Our Personal Lines team delivers exceptional service and positive customer outcomes across a diverse range of personal insurance products. Working closely with customers, insurer partners, Account Executives and wider business teams, we provide high-quality advice, outstanding service and effective solutions in a fast-paced and evolving environment.
The Role
As Team Leader, you will lead and develop a team of Personal Lines professionals, ensuring we deliver excellent customer experiences, strong operational performance and positive outcomes.
You will create a high-performing team culture, support colleague development and drive service excellence while balancing customer needs, business objectives and regulatory requirements.
Key Responsibilities
Leading People

• Lead, coach and develop a high-performing and engaged Personal Lines team.
• Set clear expectations, provide regular feedback and support colleague growth.
• Manage performance, capability and engagement while recognising success.
• Create an inclusive culture built on collaboration, accountability and continuous improvement.

• Oversee day-to-day team performance, workload and service standards.
• Ensure customers receive appropriate advice, fair value and positive outcomes.
• Maintain high standards of quality, compliance and regulatory adherence.
• Support customer retention, satisfaction and business growth objectives.
• Manage escalations and complex customer matters effectively.

• Identify opportunities to improve processes, efficiency and customer experience.
• Support new systems, change initiatives and improved ways of working.
• Build strong relationships with insurer partners and internal stakeholders.
• Share knowledge and best practice across the wider business.

• Develop a motivated and high-performing team.
• Deliver excellent customer satisfaction and quality outcomes.
• Maintain strong compliance and service standards.
• Drive improvements that enhance efficiency and customer experience.
• Build positive relationships with customers, colleagues and insurer partners.

• Significant experience within Personal Lines insurance.
• Experience leading, coaching or developing individuals or teams.
• Strong knowledge of Personal Lines products, processes and customer journeys.
• Experience managing service delivery, workload priorities and performance.
• Understanding of FCA requirements and Consumer Duty obligations.
• Strong communication, decision-making and relationship-building skills.
• A customer-focused, solutions-driven approach.