Manchester Retentions Team Leader: Drive Loyalty & Growth

Markel Corporation; Manchester; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

25 days holiday

Company pension

Private medical insurance

Dental cover

Life assurance

Income protection

Travel insurance

Season ticket loan

Job summary

Markel Corporation in Manchester is seeking a Retentions Team Leader to drive a high-performing team of eight Retentions Advisors. You will coach, manage performance and maintain momentum to deliver outstanding customer outcomes and strong retention metrics.

The role reports to the leadership team and focuses on maintaining a positive, high-performance culture with opportunities to develop and progress within a growing business. Manchester office-based, with a structured schedule.

Qualifications

• Experience leading a team of retention or contact centre staff.
• Proven ability to coach, develop and motivate a team.
• Track record of delivering against targets, KPIs and service standards.
• Strong communication and stakeholder management skills.
• Experience in fast-paced, customer-focused environments.

Responsibilities

• 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.

Skills

Team leadership

Coaching

People management

KPI tracking

Stakeholder management

Communication

Job description

Markel Corporation in Manchester is seeking a Retentions Team Leader to drive a high-performing team of eight Retentions Advisors. You will coach, manage performance and maintain momentum to deliver outstanding customer outcomes and strong retention metrics.

The role reports to the leadership team and focuses on maintaining a positive, high-performance culture with opportunities to develop and progress within a growing business. Manchester office-based, with a structured schedule.