Salary: Up to £40,000.00 (depending on experience) + bonus potential

Working hours: 37.5 hours per week, Monday to Friday

Duration: Permanent

Location: Eastleigh

About the role

Lloyd & Whyte, who are proudly part of Benefact Group, are looking for a Customer Service Team Manager to join our Business Choice Direct team in their Eastleigh office.

Business Choice Direct, commonly referred to as BCD, is an independent insurance broker specialising in commercial and consumer motor insurance; providing tailored cover for couriers, vans, minibuses and fleets, as well as tradespeople and SMEs.

As a Customer Service Team Manager, you'll play a key role in leading a busy, fast paced customer service team, empowering your colleagues to deliver exceptional support to our clients across a range of channels including telephone and various digital platforms. Using your leadership experience and passion for exceptional client service, you'll inspire, support, and develop your team whilst ensuring our cultural, service and quality standards are consistently met; supporting the continued growth and evolution of the business.

You will be a visible and proactive leader, driving service excellence, performance and operational improvement, whist promoting a positive and inclusive team culture. Through effective leadership, coaching and development of your team, management of quality and customer feedback, and effective collaboration across the business, you'll ensure our clients remain at the heart of everything we do, delivering exceptional customer experiences and creating an environment where your people can grow and succeed.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group - where all profits go to charity and good causes.

What you'll be doing

• Lead, inspire and develop a high-performing team, providing guidance, coaching and support to help colleagues achieve their full potential and deliver exceptional customer outcomes.

• Manage team performance and resources effectively, identifying development needs, allocating workloads, recruiting talent, and ensuring delivery against business objectives and budgets.

• Drive operational excellence by achieving agreed performance objectives, service KPIs and workflow standards, while ensuring customers remain at the heart of every decision.

• Champion a culture of learning and continuous improvement, fostering professional development, technical expertise and industry knowledge across the team.

• Promote collaboration, compliance and service excellence, working closely with colleagues across the business to improve efficiency, manage risk, resolve complaints effectively, and deliver outstanding client experiences.

What you'll need to have

• Proven people leader with strong experience in managing performance, building trust, and creating an engaged and motivated team culture.

• Skilled in developing high-performing teams, empowering individuals to achieve personal and business objectives through coaching, mentoring and continuous development.

• Results-driven and customer-focused, with the ability to drive service excellence, quality standards and operational efficiency.

• Confident communicator and relationship builder, able to influence, present and collaborate effectively with clients, colleagues and stakeholders.

• Proactive, analytical and adaptable, with the drive to embrace challenges, identify opportunities and lead successfully within a regulated environment.

What makes you stand out

• Proven leadership experience within a fast-paced call centre or contact centre environment

• Experience within the insurance industry is desirable but not essential

What we offer

• 28 days annual leave plus bank holidays

• Your birthday off

• Group Personal Pension

• Bonus scheme

• A holiday buy scheme 

• An array of health and wellbeing benefits, company cash plan, income protection and life assurance

• Enhanced sick pay and parental leave

• Support and funding toward study and professional qualifications

• Paid time off for volunteering

Hear from the hiring manager

"Our team here is motivated and upbeat. We support clients through the life cycle of their policy by building strong relationships, resolving queries, and working with colleagues to deliver excellent service. "

Lloyd & Whyte offer a range of specialist insurance services to a variety of clients. Our specialisms range from niche scheme insurance for Healthcare professionals to expert insurance for commercial motor vehicles and professional broker-to-broker insurance services. We also have a wide range of personal insurance services that cover homeowners from standard houses through to thatch & listed character properties and high value homes. The Lloyd & Whyte Group is split into five different client divisions which include multiple companies and brands.

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

*Directory of Social Change’s UK Guides to Company Giving 2017-26