Front Office Team Leader

Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance. It operates Priority Pass, the world’s leading airport lounge and travel experience program, offering access to1,500+ experiences across650+ airports in 148 countries. Collinson partners with major global brands includingVisa, Mastercard, American Express, British Airways, HSBC, and more. The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences. Collinson Insurance Division Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA. We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow. Purpose of the job To lead and manage a team of front office agents, ensuring the consistent delivery of exceptional customer service across all contact channels, including voice, digital, and written communications. This role is accountable for driving both individual and team performance against key metrics that support a high-performing, industry-leading multi-channel contact centre. The Team Leader will play a pivotal role in coordinating daily activities, aligning resources to meet service demands, and fostering a motivated, customer-focused team culture. They will also support continuous improvement initiatives and act as a key point of coordination for escalations and complex service issues, ensuring timely and effective resolution. Role hours are contracted per week, and as stated within the "Contract of Employment". From time to time, there will be requirement to work additional hours to meet business needs. These hours are not subject to overtime pay. Key Responsibilities Lead, motivate, and manage a team of call centre agents to deliver outstanding customer service. Monitor team performance against KPIs (e.g. call handling time, customer satisfaction, quality scores) and drive continuous improvement. Provide regular coaching, feedback, and development opportunities to build a high-performing team. Manage team scheduling, adherence, and attendance to ensure optimal resource coverage. Collaborate with quality assurance, training, and workforce planning teams to improve agent effectiveness. Conduct regular team meetings and 1:1s to communicate updates, changes, and company goals. Identify trends and recommend process or system improvements. Foster a positive, inclusive, and accountable team culture. Act as a referral point for complex queries, complaints, and technical issues. Ensure all quality, regulatory, and procedural documentation is maintained and up to date. Knowledge, skills and experience required Proven experience in a similar team leader or supervisor role within a medium size sales/service and claims call/contact centre. Experience managing multi-channel customer service environments. Strong people management and coaching skills with the ability to inspire and lead by example. Excellent communication and interpersonal skills. Data-driven with the ability to interpret performance metrics, take appropriate action and drive continuous performance improvement. Strong problem-solving abilities and a calm, customer-focused approach under pressure. Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools. Ability to manage multiple priorities and deliver results in a fast-paced environment. Strong understanding of workforce management- forecasting and scheduling. Comfortable working in a hybrid and regulated environment. Demonstrates resilience Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients. 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