Customer Operations Team Leader

• Title

  Customer Operations Team Leader

• Role

  Customer Operations

• Salary

  £48,000

• Hours

  35

• Type

  Permanent - Full Time

• Interview Process

  1 Interview:
  week commencing 1 June

• Closing Date

  25-05-2026 at 23:59

• Location

  Linford Wood House, 6-12 Capital Drive
  Milton Keynes
  Buckinghamshire
  MK14 6XT

• Downloadable Job Files

  • Benefits
  • Policy Document
  • Job Description
  • Job Information Pack
• Apply Now

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

The purpose of our Customer Operations Team Leader is to lead and be responsible for a team providing an efficient and customer focused service, whilst creating opportunities for members of the team to develop and fulfil their potential, acting as a role model, displaying MIB’s culture and values.

Key Responsibilities 

• To lead, develop, coach and motivate a team
• To analyse information, formulate business decisions and proposals
• To oversee the delivery of excellent customer service by the team
• Complete regular reviews for members of the team, including monthly 121’s and annual performance reviews
• Proactively manage the performance of team members, in line with company policies and procedures
• To enhance employee engagement and embed cultural change
• To establish and maintain a high-performance culture
• To facilitate team members in planning and prioritising their own work
• To empower team members in making timely and effective decisions, while providing appropriate challenge to encourage ownership
• To proactively seek out opportunities to improve the service provided and take appropriate action as required
• To ensure team targets are met
• To work collaboratively with other Claims & Customer Operations Team Leaders, sharing best practice

Skills and Experience 

• Experience of managing, mentoring and developing a team within a Contact Centre or Customer Operations environment 
• Demonstrable ability to drive performance through proactive management, regular reviews and constructive feedback 
• Experience using customer service data and operational information to analyse issues and make effective business decisions and proposals
• Strong evidence of establishing and maintaining a high-performance, collaborative team culture aligned with organisational values
• Ability to embed employee engagement and deliver cultural change through coaching, training and day-to-day role modelling
• Sound understanding of Data Protection principles and the ability to apply them appropriately in a customer-facing environment
• Track record of improving customer outcomes through identifying service gaps, implementing improvements and delivering measurable results
• Good working knowledge of MS Office, particularly Word, Excel and Outlook, with confidence using tools to support reporting and decisions
• Excellent communication skills with the ability to influence stakeholders across all levels (written and verbal)
• Self-reliance and evidence of working effectively with minimal supervision while maintaining organisation, prioritisation and target delivery 

Job Title: Customer Operations Team Leader
Salary: £48,000 per annum 
Grade: 12
Working Hours: 35
Working Pattern: Monday - Friday plus 1 in 4 Saturdays 
Office Location: Milton Keynes 
Job Type: Permanent

IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week) from our Milton Keynes office, MK14

Other Benefits include: 
Contributory Group Stakeholder Personal pension scheme 
Life Assurance 
Employee Incentive Scheme 
25 days holiday (plus public holidays) 
Holiday purchase scheme 
Sports and Social Club
24/7 Employee Assistance Programme 
Free access to online tools to support mental and physical health  
Enhanced maternity, paternity and adoption leave 
1 volunteer day each year and charity matched funding scheme

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

*We aim to keep this advert open until the closing date, but on occasion we may close it early if application numbers are high*

Closing Date

25-05-2026 at 23:59

Apply