Operations Manager

Full-time, permanent

Salary: £32,964 per annum - £35,891 per annum

Based: Office based

We are looking to recruit an experienced Operations Manager to lead and develop our team within our in-house Call Centre. You will play a crucial role in guiding, nurturing, and overseeing our team of front-line agents, team leaders, and deputy managers. Your responsibilities will be diverse, focusing on maintaining operational excellence and elevating the quality of customer interactions.



We are undergoing an exciting period of expansion, enhancing our capabilities and extending our reach to more effectively meet the evolving needs of the market and our partners.

Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years’ experience working across the insurance industry, the company aims to help its partners, including well-known household brands and high street retailers, such as John Lewis Partnership and Ticker Insurance to name a couple, to transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth.

What will I do in the role? 

• Oversee day-to-day operations of the sales and service functions, ensuring achievement of key SLAs, customer satisfaction, and quality targets.
• Develop and maintain a high-performance team by ensuring all members have the necessary skills, knowledge, and training to meet service and compliance targets.
• Engage in proactive performance management, coaching, and mentoring, while recognising and developing talent within the team.
• Foster strong relationships with clients, brands, direct customers, and senior internal stakeholders, ensuring the highest level of service and relationship management at all times.
• Ensure compliance with customer complaint handling procedures and governance.

 What do I need?



• Proven success in operational sales/service within a results-driven environment, preferably in insurance or financial services.
• Strong leadership qualities, with the ability to make strategic decisions and lead by example.
• Experience managing complex client relationships and large teams (15-20 people) in a contact centre environment.
• Excellent interpersonal, influencing, and communication skills.
• Ability to work flexibly, including shifts and weekends, and to deliver excellent results with minimal guidance.

 Why work for us?

Being a part of our team doesn’t just mean meeting goals – it’s about belonging to a vibrant community that makes working at Hood Group so special.

Our comprehensive benefits package includes:

• Holiday allowance of 31 days (including bank holidays)
• Access to our Christmas Savings Club
• Engaging company events that strengthen the Hood Group community
• A rewarding work culture, supported by our employee recognition scheme – Hood Heroes
• Employee Assistance Program
• Income protection cover
• Eye care vouchers, including discount on glasses
• Pension scheme

And there’s more benefits…….

We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street.

We will provide your laptop and any other professional equipment required.