Job Description

Description

InsureandGo is one of the UK's leading travel insurance specialists, proudly helping customers travel with confidence for over 20 years. With an outstanding

4.9-star Trustpilot rating

, our reputation is built on consistently delivering exceptional customer experiences.

We're proud to be a

Which? Recommended Provider

, and our award-winning policies are

5-star rated by Defaqto

. From offering specialist cover for pre-existing medical conditions to supporting customers when they need us most, we believe travel should be accessible to everyone.

We're now looking for a

Customer Service Team Manager

who leads by example, inspires team spirit, and drives high performance -- all while putting exceptional customer service at the heart of everything they do. If you're passionate about coaching others, delivering service excellence, and thrive in a fast-paced, ever-changing environment, this could be your ideal next step.

Why Join Us?

Competitive Starting Salary: Basic Salary up to 40,000 Annual Discretionary Bonus 32 days' annual leave (including bank holidays). A great benefits package, including: + Company-paid health cash plan
+ Company pension scheme
+ Holiday buy scheme
+ Staff discounts on travel insurance
Ongoing training on our products and sales techniques. Real career progression opportunities -- we love to promote from within. A supportive, friendly team where your ideas and input are valued. Based in Southend-on-Sea with easy transport links and plenty of nearby amenities.

Key Responsibilities

Inspire and Lead a High-Performing Team

Drive a positive, empowered team culture by leading, supporting, and motivating Customer Service Agents. Champion AllClear's values to ensure every customer interaction reflects our commitment to exceptional service.

Champion Service Excellence

Monitor key performance indicators (KPIs), customer satisfaction scores, and resolution metrics to maintain high service standards. Use insights from feedback, audits, and trends to proactively improve the customer experience.

Coach, Develop, and Grow Talent

Deliver meaningful coaching, structured training, and regular performance reviews. Help team members reach their full potential by setting clear expectations and celebrating progress.

Collaborate for Seamless Customer Journeys

Work closely with internal teams--including Compliance, Sales, and Planning--to ensure a joined-up approach to service. Share insights and feedback that shape smarter strategies and better customer outcomes.

Take Ownership of Escalated Issues

Handle complex queries and complaints with empathy, professionalism, and speed. Ensure every resolution aligns with company policies, regulatory standards, and puts the customer first.

Optimise Resource Planning

Partner with workforce planners to ensure the right coverage at the right time. Maintain service levels by aligning team capacity with forecasted demand and reducing customer wait times.

Promote Compliance and Best Practice

Ensure your team operates within FCA guidelines, data protection laws, and company policies. Embed quality assurance practices and lead by example with ongoing training and procedural updates.

What We're Looking For

Experienced in leading customer service or contact centre teams, with a focus on performance and team culture A strong understanding of sales metrics, targets, and what makes teams tick. Someone who's great at coaching and knows how to bring the best out in people. A solid grasp of Contact Centre operations and how to keep things running efficiently. A proactive, solutions-focused mindset -- you're always looking for ways to improve. A team player who loves collaborating and is all about hitting shared goals. Passion for giving customers great experiences, especially those who need extra reassurance when booking travel.

About InsureandGo

InsureandGo, a leading travel insurance specialist, has been safeguarding travellers' adventures for over two decades, covering more than 27 million individuals since its inception in 2000.

With a commitment to inclusivity, the company offers policies accommodating all ages and considers various medical conditions, ensuring comprehensive protection for a wide range of travellers.


At the heart of InsureandGo's success is its dedicated team of over 150 employees.

The company fosters a dynamic and collaborative work environment, engaging staff in exciting projects alongside industry experts. Employees benefit from exceptional perks, including competitive salaries with top agents earning around 33.6k on average, flexible working arrangements, and robust career development opportunities. The workplace culture is both supportive and inclusive, reflecting the company's core values.


Beyond professional commitments, InsureandGo emphasises team bonding through various events throughout the year, fostering a fun and progressive atmosphere where everyone's contributions and ideas are valued. The company is also dedicated to community engagement, regularly organising charity days and environmental initiatives like beach clean-ups, underscoring its commitment to social and environmental responsibility.


For those interested in joining a friendly team dedicated to helping people secure the travel coverage they need, InsureandGo encourages prospective candidates to explore current openings and consider becoming part of their mission-driven organisation.