Job Description

We are looking for a

Central Support Unit Manager

to lead, motivate, inspire, and develop a division of the Central Support Unit Team, ensuring they operate proactively, positively, and with adaptability in response to the rapidly changing needs of the business.

You will coach and guide your team in line with company values, fostering a culture of high performance, accountability, and continuous improvement, with a shared commitment to achieving operational excellence across the department.

A key part of the role involves monitoring team performance through data and QA, identifying trends in incidents, and coordinating solutions to address underlying issues while supporting ongoing system enhancements. You will be responsible for managing the team's day-to-day operations, including oversight during Major Incidents, ensuring that performance standards, quality metrics, and service levels are consistently met.

In this fast-paced environment, you will thrive under pressure, applying strong planning, organisational, and prioritisation skills to manage competing demands. With excellent communication abilities, you will build strong cross-department relationships and present insights with clarity and confidence.

The role

The key responsibilities you could be looking after include:

Leadership & Motivation

Inspire, motivate, and support your team to achieve individual and collective goals. Foster a positive, engaging, and high-performing team culture. Conduct regular one-to-one meetings, providing feedback, coaching, and performance development in line with company values. Recognise and celebrate success to maintain team morale and motivation.

Quality Assurance & Performance Management

Implement and oversee QA processes to ensure accuracy, consistency, and quality in all outputs. Regularly review and analyse QA results, providing feedback and targeted coaching where needed. Ensure all staff maintain up-to-date knowledge and training to handle all types of CSU queries confidently and accurately.

Data, Reporting & Organisation

Organise and maintain accurate team statistics and performance data. Produce and review reports on SLA adherence, QA results, and team productivity. Use data insights to identify performance trends, highlight issues, and propose improvements. Ensure all reporting is timely, consistent, and relevant for management review.

Operational & Communication Excellence

Maintain clear, open, and honest communication channels across all departments. Ensure team communications are effective, simple, and consistent. Manage escalations, referrals, and major incidents with professionalism and efficiency. Coordinate regular training and knowledge-sharing sessions throughout the department. Ensure all company processes, procedures, and regulatory requirements are followed and upheld.

People Management

Address absence, performance, and conduct matters in line with company policy. Support staff development through training, mentoring, and continuous improvement initiatives. Build strong, collaborative relationships with other departments and key stakeholders.

Additional Duties

Contribute to ongoing system enhancements and business improvement initiatives. Undertake other reasonable duties as required by management.

Our ideal candidate

Excellent communication and interpersonal skills Strong leadership, coaching, and motivational abilities Skilled in analysing data and using metrics to drive performance improvements Quality-focused with strong attention to detail Customer-centric approach Effective decision-making and conflict management skills Organisational and planning skills, with the ability to manage competing priorities Commercially aware with strong logical and critical thinking Ability to build positive relationships across departments Adaptable to a fast-paced, changing environment

Essential:

Experience in a similar role of managing a team Experience within the insurance industry preferred not but essential Strong experience in QA and performance management processes Advanced proficiency in MS Office (Excel, Word, PowerPoint) Highly numerate, analytical, and articulate (both verbally and written)

Preferred:

Experience in an FCA regulated environment A background in insurance product industry
Unfortunately, we are unable to provide sponsorship for work permits. Please only apply if you have the right to work in the UK.

The company

At AutoProtect Group, we sell products, platforms and services that support vehicle retailers, manufacturers, finance lenders and brokers. Our solutions make their business easier to operate and more profitable. Our award-winning customer journey supports our consumers with their claims and product admin, removing the friction from what can be a stressful time in our customers' lives.

There are four main branches to our Group, including:

iComply - our specialist compliance consultancy servicing the automotive sector AutoProtect - award-winning warranties and value-added insurance products. Shine! - an expert mobile vehicle repair network. DealTrak - our software platform dedicated to connecting automotive finance providers with their customers.
We work with vehicle retailers and manufacturers to bring award-winning protection, warranty and insurance products, easy-to-use finance and insurance platforms, and high-quality customer services, founded on FCA Treating Customers Fairly principles.

We sell products direct to our consumer via online sales channels at affordable price points. With a small but efficient team, we remain agile enough to react to market demands and launch new products at the right time. Our goal is to continue our successive growth in the years to come - why not join our journey?

View our vision and values at Careers - Our Vision (autoprotect.co.uk)

Take a closer look at what is really looks like to work at AutoProtect Group on our LinkedIn Life page.

Interested?

Apply now and attach your CV.

Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Benefits:

Company events Company pension Free parking Health & wellbeing programme On-site parking Store discount
Ability to commute/relocate:

Harlow CM19: reliably commute or plan to relocate before starting work (required)
Application question(s):

Will you now or in the future require a work sponsorship? Summarise your knowledge of motor vehicle repairs and/or diagnostic
Work authorisation:

United Kingdom (required)
Work Location: In person