Retentions Team Leader

Markel • Permanent • Manchester, Greater Manchester, England, United Kingdom • max £35k / year • 17h ago

Hours Required: Full-time

Retentions Team Leader

Manchester | Good starting salary + quarterly bonus + Excellent Benefits

Lead a high-performing team. Drive customer retention. Shape the future!

We're looking for an ambitious and people-focused Retentions Team Leader to join our growing Manchester Contact Centre operation. This is an exciting opportunity to take ownership of an established, high-performing team and play a key role in delivering exceptional customer experiences, strong retention results and continued business growth.

Whether you're an experienced Team Leader or a Senior Advisor who has stepped into leadership responsibilities and is ready for the next step, we'd love to hear from you.

The Opportunity:

You'll lead a team of eight Retentions Advisors, providing coaching, guidance and performance management to ensure the team continues to build on its strong foundations. Reporting to Adam Freeman, you'll be responsible for creating a positive, high-performance culture where people are empowered to achieve their potential whilst delivering outstanding customer outcomes.

This isn't a turnaround role. The team is already performing well. What we're looking for is a leader who can bring energy, ideas and strong people management skills to maintain momentum and elevate performance even further.

What You'll Be Doing:

Leading, motivating and developing a team of Retentions Advisors
Conducting regular 1-2-1s, coaching sessions and performance reviews
Monitoring team productivity, service standards and customer outcomes
Driving retention performance against monthly premium targets
Managing workload allocation across inbound and outbound activity
Ensuring operational SLAs and KPIs are consistently achieved
Supporting employee development, engagement and career progression
Handling escalated customer queries and supporting problem resolution
Working collaboratively with wider Contact Centre leadership teams
Identifying opportunities to improve processes, performance and customer experience

What We're Looking For:

You'll be someone who enjoys coaching others, driving performance and creating an environment where people can succeed.

Essential Experience:

Previous Team Leader, Supervisor or people management experience
Experience coaching, developing and motivating teams
Track record of delivering against targets, KPI’s and service standards
Strong communication and stakeholder management skills
Experience working within a fast-paced, customer-focused environment
Ability to analyse performance and take action to improve outcomes

We'd Particularly Like To Hear From Candidates With Experience In:

Insurance
Financial Services
FCA-regulated environments
Contact Centres
Sales or Retention operations

Industry experience is advantageous, but strong leadership capability is our priority. We can teach products and processes. We want a leader who can get the best from people.

Why Join Us?

Lead an established, high-performing team
Newly created opportunity within a growing business
Competitive salary of up to £35,000
Quarterly bonus scheme
Clear opportunities for progression and development
Exposure to multiple brands and business functions
Supportive leadership team and collaborative culture
Opportunity to make a genuine impact in a key customer retention function

Benefits:

25 days holiday plus Bank Holidays
Buy/sell holiday scheme
Company pension
Private medical insurance
Dental cover
Life assurance
Income protection
Travel insurance
Season ticket loan
Access to a wide range of additional employee benefits

Working Pattern:

Manchester office-based
Monday to Friday - 08:30am – 5:00pm

Ready to Take the Next Step?

If you're passionate about developing people, delivering exceptional customer outcomes and leading a successful team, we'd love to hear from you.

Apply today and be part of a business that's investing in growth, innovation and the future of customer experience

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

#LI-PC1

#LI-Hybrid #PlayYourPartUK

Related Jobs

Associate/Senior Associate - Professional Indemnity

DAC Beachcroft • Permanent • Manchester, Greater Manchester, England, United Kingdom • 10h ago

Legal & Company Secretarial Insurance Jobs

10h ago

Apply

AI Transformation Programme Lead

Aviva • Permanent • Manchester, Greater Manchester, England, United Kingdom • from £115k / year • 11h ago

Change & Business Transformation Insurance Jobs

11h ago

Apply

Agentic Control Tower Product Owner

Aviva • Permanent • Manchester, Greater Manchester, England, United Kingdom • from £75k / year • 11h ago

Product Management Insurance Jobs

11h ago

Apply

Programme Analyst

Aviva • Permanent • Manchester, Greater Manchester, England, United Kingdom • from £45k / year • 11h ago

Project Management Insurance Jobs

11h ago

Apply

Loss Adjustor - Desk Based

Aviva • Permanent • Manchester, Greater Manchester, England, United Kingdom • £34k - £45k / year • 11h ago

Loss Adjuster Insurance Jobs

11h ago

Apply

Data Governance Analyst

Canopius • Permanent • Manchester, Greater Manchester, England, United Kingdom • 1d ago

Data & Analytics Insurance Jobs

1d ago

Apply

Legal Secretary REG Hub 1 Manchester

DAC Beachcroft • Permanent • Manchester, Greater Manchester, England, United Kingdom • 1d ago

Legal & Company Secretarial Insurance Jobs

1d ago

Apply

Employee Benefits Consultant

AON • Permanent • Manchester, Greater Manchester, England, United Kingdom • 2d ago

Pensions / Employee Benefits Insurance Jobs

2d ago

Apply

Senior Empoyee Benefits Consultant

AON • Permanent • Manchester, Greater Manchester, England, United Kingdom • 4d ago

Pensions / Employee Benefits Insurance Jobs

4d ago

Apply

Public Sector Client Advisor/Relationship Manager

Gallagher • Permanent • Manchester, Greater Manchester, England, United Kingdom • 5d ago

Client Executive Insurance Jobs

5d ago

Apply