Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Role Purpose

Howden Central is a specialist telemarketing team supporting branches by creating opportunities, generating quality introductions and driving growth through proactive client engagement.

We are looking for a Telemarketing Team Leader to provide day-to-day leadership, support and operational oversight while continuing to contribute personally to telemarketing activity.

Reporting to the Divisional Director, the role will act as the first point of contact for the team, providing coaching, guidance, performance support and clear communication across a largely remote workforce.

Key Accountabilities

Team Leadership & People Management

• Act as the day-to-day leader and first point of contact for the Howden Central Telemarketing team.
• Hold regular one-to-ones, supporting performance, development and agreed actions.
• Coach, motivate and support colleagues to improve skills, behaviours and results.
• Create an inclusive, engaged and collaborative culture across a remote team.

Performance Management

• Monitor individual and team performance against agreed activity and outcome measures.
• Use reporting to identify trends, recognise strong performance and address underperformance constructively.
• Escalate significant performance or conduct concerns to the Divisional Director where appropriate.

Telemarketing Operations

• Ensure the smooth day-to-day operation of the telemarketing team and support workload management.
• Communicate business updates, initiatives and priorities clearly to the team.
• Support process improvements and maintain strong relationships with branch stakeholders.

Bonus Scheme Administration

• Own the Howden Central transfer bonus scheme, including records, targets and calculations.
• Produce regular performance updates showing progress against target.
• Administer reward allocations accurately, fairly and in line with agreed scheme rules.

Personal Contribution

• Continue to undertake telemarketing activity alongside leadership responsibilities.
• Lead by example through professional standards, work ethic, performance and behaviour.

Key Skills & Experience

Essential

• Strong communication, relationship-building and interpersonal skills.
• Ability to coach, motivate and support colleagues across a remote team.
• Good understanding of telemarketing activity, lead generation and branch service expectations.
• Competent in Excel and comfortable using performance data and reports.
• Organised, resilient, accurate and solutions-focused.

Desirable

• Previous experience of mentoring, coaching or informal leadership.
• Experience of one-to-ones, performance conversations or incentive scheme administration.
• Knowledge of Howden systems, processes and branch operations.

What Success Looks Like

The successful Telemarketing Team Leader will:

• An engaged, supported and motivated remote team.
• Consistent coaching, accountability and performance improvement.
• Accurate management information and fair bonus scheme administration.
• Strong branch relationships and a successful balance of personal delivery with team leadership.

Reporting Line

Reports to: Divisional Director

Direct Team Responsibility: Howden Central Telemarketing Team (approximately 15 colleagues)

Location: Primarily Remote / Home Based

Working Pattern: Full-time role with leadership responsibilities undertaken alongside telemarketing duties.

This is an excellent first-step leadership opportunity for an experienced telemarketer looking to develop management skills while continuing to contribute directly to team success.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.