Contact Centre Team Leader

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

Are you passionate about coaching and building colleagues' capability? Do you have a curious nature and a focus on finding solutions? Are you driven by working in a highly engaged department? Then this could be the role for you! 

 

As a Contact Centre Team Leader, you will provide leadership and guidance to a team of contact centre advisors, ensuring performance standards are met in quality, productivity, and behaviours. This role offers the opportunity to develop your leadership skills while working in a collaborative and dynamic environment.

 

Extensive knowledge of Frontline processes is essential for this role.

How you'll make an impact

• Ensure telephony answer rates meet agreed SLA targets.
• Ensure all team members adhere to Standard Operating Procedures (SOPs).
• Conduct PDCA cycles (Plan, Do, Check, Act) for all direct reports.
• Collaborate with the Leadership Team to ensure Frontline processes are efficient and fit for purpose.
• Provide timely feedback and coaching to team members based on training needs analysis.
• Communicate professionally with customers and colleagues.
• Complete HR and compliance activities as required.
• Take ownership of allocated tasks and ensure completion within SLA.

About you

• Comprehensive understanding of the customer journey for phone and paper-lodged claims.
• Proven ability to lead, motivate, and engage a diverse team.
• Strong knowledge of feedback and coaching models.
• Excellent time management and organisational skills.
• Demonstrated ability to meet deadlines and SLA targets.
• Problem-solving expertise and a high level of curiosity.

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)