Contact center Floor manger

Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 

We’re looking for passionate and self-driven people to join us as Policy Expert – curious minds who want to help customers and build something bigger for themselves. Whether you’re fresh into the working world or looking to pivot into a new path, we’ll meet you where you are.

 

What’s In It For You

📍 This role will be based in our Milton Keynes office

📚 Career Development and professional qualifications

🎟️ Enhanced Holiday, Maternity and Paternity Packages

🎉 Social events throughout the year and vibrant workplace atmosphere

🌈 Employee Wellbeing Programme

💷 Buy and Sell Holiday Scheme

👤 Life Assurance x4 your salary

🚪Prayer room in office

📠 Financial Wellbeing Support through Bippit

 

“98% of our colleagues stay because of location and the collaborative, people-first culture we’ve built”

Purposeful roles. Exceptional teams. A people first culture built by you!

 

We’re now looking for a confident, people-focused Floor Manager to help us continue building exceptional teams and delivering outstanding customer experiences. If you’re passionate about leadership, thrive in a busy environment, and love empowering others to do their best work — this could be your next step.

The Role

As a Floor Manager, you’ll play a central role in supporting our Operations teams to deliver brilliant results. You’ll be a visible and trusted presence on the floor — providing real-time coaching, ensuring smooth day-to-day operations, and helping colleagues perform at their best.

You’ll work closely with Team Leaders, Coaches, and Managers to keep our people motivated, supported, and focused on delivering an exceptional customer experience.

This is a fantastic opportunity to step into people leadership in a supportive environment and build the skills needed for future progression.

What You’ll Be Doing

Championing Team Performance

• Be the first point of contact for floor support and escalations
• Provide live coaching, guidance, and knowledge support
• Help colleagues navigate systems, queries, and challenging conversations

Creating a Brilliant Working Environment

• Bring energy, positivity, and calm to the floor
• Role-model Policy Expert values and behaviours
• Support new starters, ensuring they feel comfortable and confident

Driving Service Excellence

• Help teams deliver high-quality conversations and outcomes
• Support adherence to FCA and operational standards
• Encourage continuous improvement and share best practice

Operational Awareness

• Monitor call volumes and team availability
• flag operational pressures and resourcing needs
• Collaborate with Team managers to ensure smooth daily delivery

Key Attributes for Success

We’re looking for someone who is:

✨ A natural communicator who builds rapport quickly
✨ Approachable, supportive, and calm under pressure
✨ Passionate about developing others and helping teams succeed
✨ Comfortable coaching, giving feedback, and handling escalations
✨ Adaptable and ready to step in where needed
✨ Positive, proactive, and solutions-focused

 

Apply Now – and Take the Next Step
If you’re ready to take ownership of your career, grow your skills, and be part of something exciting, this could be the perfect next move for you.

We’re proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know.

We aim to be in touch within 7 working days – whether successful or not. And remember: if you’re eager to grow and passionate about what we do, don’t hesitate to apply.