Contact Centre Team Leader

Markel; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance provider in Manchester is seeking an experienced Team Leader for its Sales team. The ideal candidate will enhance team performance and customer satisfaction in an insurance call centre environment. Responsibilities include coaching staff, managing workflows, and achieving performance metrics. The role offers a competitive salary with quarterly bonuses and substantial benefits. Join to inspire and lead a dynamic team focused on delivering exceptional customer experiences.

Benefits

Generous quarterly bonus

25 days paid holiday plus Bank Holidays

Excellent pension scheme and medical cover

Opportunities for career development

Qualifications

• Proven experience in an insurance sales environment is essential.
• Strong leadership and coaching skills to motivate the team.
• Effective time-management and organisational abilities.

Responsibilities

• Lead, coach, and energize the New Business team.
• Create a positive, performance-focused team culture.
• Manage daily workflow, set performance targets.

Skills

Experience in an insurance or FCA-regulated sales environment

Strong technical understanding of business insurance products

Knowledge of insurance principles, contracts and obligations

Exceptional organisational skills

Experience in performance management and coaching

High attention to detail

Confident and professional communication skills

Ability to thrive in a fast-paced environment

Education

CII qualification (or working towards it)

Job description

Team Leader – Insurance Sales (Contact Centre)

Manchester - Competitive Salary + Quarterly Bonus + Exceptional Benefits

Lead. Motivate. Inspire

If you’re an experienced Team Leader from an insurance call centre, sales, retentions or new business environment — and you’re ready to make a real impact — this is your moment.

At Markel Direct, we’re more than an insurance provider. We’re a community of problem solvers, innovators and optimists who help people move forward with confidence. And now, our Manchester based contact centre team is looking for an inspiring leader to help elevate performance and shape customer excellence.

The Opportunity

In this pivotal role, you’ll partner closely with the Sales Manager to lead, coach and energise our New Business team. You’ll champion performance, nurture talent, and create an environment where your team can thrive — all while collaborating with our Retentions Team Leader to align strategy and drive shared success.

If you love people leadership, customer excellence and creating a high‑performing culture, you’ll feel right at home.

What You’ll Be Doing

• Creating a positive, performance‑focused team culture that delivers brilliant customer experiences
• Managing daily workflow, setting targets, and ensuring SLAs and KPIs are consistently met
• Coaching, developing and motivating consultants to deliver outstanding service
• Monitoring calls and providing constructive feedback to elevate skills and quality
• Managing cases and outbound activity to drive customer satisfaction and revenue
• Playing a key role in recruitment and onboarding of new team members
• Acting as the first point of escalation for complaints and supporting resolution
• Using data to identify trends, training needs and performance opportunities
• Ensuring accuracy in processing and data entry
• Planning resources effectively to meet demand
• Championing compliance, professionalism, customer focus and the Markel style

What You’ll Bring

• Experience in an insurance or FCA‑regulated sales environment
• Strong technical understanding of business insurance products
• Knowledge of insurance principles, contracts and obligations
• Exceptional organisational skills and time‑management
• Experience in performance management and coaching
• High attention to detail, with a customer‑first mindset
• Confident and professional communication skills
• Ability to thrive in a fast‑paced, collaborative environment
• CII qualification (or working towards it)

Who we are

Markel Corporation (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

What’s in it for you

• A great starting salary plus generous quarterly bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Are you ready to play your part?

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 [e-mail] 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.

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