We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades.
We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. Through our global social impact strategy, called 'The Big Dreams Project’, we're working to help 10,000 small businesses start or grow by 2030.
Why not check out our advert on YouTube: Simply Business TV advert 2024: 'Simply the Best'.
Job CategoryOperationsPosition TypeFixed Term ContractTarget Openings1What Is the Opportunity?Stepping into this crucial 12-month maternity cover, you will oversee the commercial performance, customer experience, and people leadership of our operational excellence and support proposition. Your primary focus will be steering the frameworks that keep our UK Contact Centre thriving - specifically across operational excellence, quality assurance, resource planning, and onboarding and training.Unlike typical operational roles, this isn't just about hitting metrics; it's about leading an award-winning environment - recently named the best large contact centre of the year. You will act as the linchpin that connects high-level strategy to daily excellence, ensuring our teams are perfectly equipped and supported to deliver exceptional experiences for the small businesses we protect.As our Head of Operational Excellence & Support, you’ll:
Lead, guide, and create meaningful development plans for the leaders in your business area
Directly steer our operational excellence, resource planning, quality assurance, and onboarding frameworks to ensure optimal personnel levels and roadmaps for commercial success.
Partner with leaders across Product, Commercial, Finance, and People teams to collaborate effectively on new and established initiatives.
Drive the achievement of KPIs and OKRs to meet significant growth targets and improve our operational effectiveness across New Business Sales, Renewals and Customer Service
Obsess over results, providing clear insights and commentary to the wider Operation and Simply Business leadership.
Step into an established operation, quickly building trust to maintain stability and drive performance against targets from early on.
An expert in contact centre support, bringing deep operational knowledge in at least two of the following: resource planning, quality assurance, or onboarding and training.
A proven leader with a strong track record of motivating and developing high-performing support teams in a contact centre environment.
Highly analytical and strategically minded - capable of bringing the "outside in" by acting as a window to the wider industry, translating external market shifts, competitor insights, and emerging trends into actionable internal strategies.
An excellent communicator and presenter who can effectively interact with stakeholders at all levels to execute change management.
Passionate about understanding customer behaviours and acting on those insights to drive revenue growth and service targets.
Adaptable, pragmatic, and able to effectively balance competing priorities both within and outside the UK Operation.
(We know it’s tough, but please try to avoid the confidence gap. You don’t have to match all the bullet points above to be considered for this role.)
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.
By ensuring our contact centre is flawlessly resourced, trained, and quality-driven, you'll be building the essential foundation our teams need to thrive. Apply today and help us enable big dreams for small businesses.
we offer a great work-life balance where workloads are manageable and everyone has the flexibility to work hybrid
on top of the 25 days annual leave (plus bank holidays), we offer the option to buy five more days of holiday with your flexible benefits
our flexible parental leave allows you to approach an important time how you want - with six months full pay to the primary caregiver and four weeks full pay if you're the secondary caregiver
our life event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday. And our long-serving employees get a two week paid sabbatical after five years of service, then four weeks off after ten years of service
private medical insurance through BUPA, that covers any pre-existing condition is a core benefit. Plus a health cash plan that covers your everyday medical expenses
we offer a competitive salary based on your experience and the current market. Plus the potential to earn an annual bonus based on performance
access to tools to support your personal development on our dedicated learning platform. As well as support for your mental health with access to counselling
we match what you put into your pension up to five per cent. And pass on a tax-free sum that's four times your basic salary with our life assurance policy, with the option to increase it to ten times through our flexible benefit scheme
our salary sacrifice car scheme gives you the option to buy a brand new, fully insured, and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service)
our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover, dental insurance, travel insurance, or a gym membership
Ready to join us and drive our success as a high-performing team? Apply today.
Employment PracticesSimply Business is committed to providing equality and opportunities for all employees and candidates considering a career with us. We offer a workplace where colleagues are treated with respect and dignity. We don’t (and won’t) discriminate either directly or indirectly on the grounds of race, colour, religion, belief, political opinion, disability, nationality, ethnic origin, sex, sexual orientation or relationship status at any stage of the hiring process or during the course of your employment.
Skills Required
- Contact centre operational expertise in at least two of: resource planning, quality assurance, onboarding and training
- Proven leadership experience motivating and developing high-performing support teams in a contact centre environment
- Demonstrable experience driving KPIs and OKRs across New Business Sales, Renewals and Customer Service
- Strong analytical and strategic thinking; able to translate market and competitor insights into actionable strategies
- Excellent communication and presentation skills for stakeholder management and change management
- Ability to partner effectively with Product, Commercial, Finance, and People teams
- Experience building trust quickly and maintaining operational stability during transitions
- Customer-behaviour focused, using insights to drive revenue growth and service targets
What the Team is Saying
Simply Business Compensation & Benefits Highlights
-
Leave & Time Off Breadth — Time off is notably extensive, with 25 vacation days, 10 sick days, multiple holidays, and paid sabbaticals after long service. Feedback suggests this level is generous for the U.S. market.
-
Retirement Support — Retirement support includes a 401(k) with a 100% employer match up to 5%. Feedback suggests this match compares favorably to many mid‑market employers.
-
Parental & Family Support — Family benefits include generous parental leave, an on‑site mother’s room, and childcare tuition discounts. Feedback suggests these supports complement core coverage to strengthen total rewards.
Simply Business Insights
What We Do
Simply Business is the leading digital insurance marketplace dedicated to the success of small businesses. Our mission is to take the hassle out of buying insurance by offering simplicity, choice, and value to business owners. We connect our customers with top-rated insurers and policy recommendations tailored to their specific business needs and budget. We have nearly 20 years of experience supporting small businesses, with over 1 million customers worldwide. Founded in the U.K. in 2005, Simply Business revolutionized how small businesses find insurance, making it accessible and affordable. We then saw a similar need in the United States. So in 2017, we launched Simply Business in the U.S.. Today, our team sits across offices in Boston in the U.S., as well as in London and Northampton in the U.K., showcasing our innovation at scale and dedication to serving the backbone of our economies. Simply Business is more than our name. It’s how we approach small business insurance.
Why Work With Us
Here at Simply Business we have five core values that we uphold in everything that we do: Learning, Empowerment, Authenticity, Pioneering, and Simplicity. Utilizing these values and embedding them into our culture makes SB a unique and great place to work, a place where every person is valued, a place where we get things done and have fun doing so.
Gallery
Simply Business Teams
Simply Business Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.
