Sales & Service Team Leader

Introduction

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.  

Overview

Do you enjoy coaching and mentoring others on providing brilliant service to every customer? Are you looking for a job with line management opportunities, where you will be leading and inspiring colleagues to meet team goals? If so, we’d love you to apply for our Team Leader opportunity in our Commercial Insurance team.

How you'll make an impact

 In this role, you will be managing a team of up to 10 sales and service agents who are all currently performing to a high standard! Some of your main responsibilities will be:

• Motivating, developing, and empowering a high-performing team of Sales and Service Agents to deliver results and exceed targets.
• Driving daily success through smart call centre management: handling inbound/outbound activity efficiently, managing call queues, and hitting service level agreements.
• Coaching and mentoring your team. Celebrating top performers, supporting underperformers with improvement plans, and unlocking everyone's full potential.
• Analysing performance metrics and using data-driven strategies to optimise productivity, improve service delivery, and meet KPIs.
• Ensuring every customer interaction is a great one with the ability to resolve escalations swiftly and accurately, whilst maintaining high levels of satisfaction.
• Recruiting top talent and making sure your team is always equipped with up-to-date knowledge and industry compliance.
• Working cross-functionally with other departments and team leaders to build a strong, collaborative, and high-impact call centre environment.
• Aligning with stakeholders, championing best practices, and driving continuous improvement across the operation.

About you

• Previous leadership experience within a contact centre would be advantageous, although we welcome candidates with transferable leadership experience from other environments.
• A proactive, solution-focused mindset with a flexible, can-do attitude.
• Strong interpersonal skills and being able to connect, communicate, and build trust across all levels, including senior leadership.
• Confident in influencing decisions, managing conflict with empathy, and navigating challenging situations with professionalism.
• A natural leader with the ability to motivate others and drive performance through strong people management.
• Highly organised and self-motivated, skilled at prioritising, meeting deadlines, and delivering results under pressure.
• A strategic thinker who can also deep-dive into details, analyse data, and spot opportunities for improvement.

  Benefits:   

• A generous base salary of £32,000-£37,000 Plus Bonus
• Monday – Friday, between 9am – 6pm
• Benefits include 25 days holiday, pension, and life insurance.
• Training opportunities, fully funded qualifications, and learning and development courses.
• Progression opportunities.
• Department events.
• Fun, positive work culture.
• Gallagher Premiership Rugby Tickets.
• Gallagher Benefits Choice Portal.
• Employee referral scheme.

Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. Although this role is listed as full-time, if you’re in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)