Operations Team Lead - Insurance Claims & Conversions

Activate Group Limited; Cambridgeshire and Peterborough; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

33 days holiday (incl. bank holidays)

Health cash plan

Enhanced maternity/paternity/adoption

Life assurance (3x salary)

Free breakfasts and fresh fruit

Birthday surprise

Job summary

Activate Group Limited is seeking an Operations Team Manager for the Hybrid Peterborough site. You will lead the Intervention team, ensuring rapid contact with third parties, clear explanations of our no-cost service, and high conversion with strong customer outcomes and FCA compliance.

You will drive performance, set targets, develop staff and maintain quality. The role requires experience in insurance or accident management and a track record of coaching teams to success.

Qualifications

• At least two years managing a sales, contact centre or telephone-based team against targets.
• Proven track record of hitting conversion targets without compromising customer outcomes.
• Confidence using performance data to coach people and make decisions.
• Clear, persuasive communication, written and spoken.
• Experience in accident management, credit hire, motor claims or insurance.
• Knowledge of Consumer Duty and how to treat vulnerable customers.
• Experience with dialler, telephony and CRM systems.
• A recognised management or coaching qualification.

Responsibilities

• Lead and coach the Intervention team day to day to maximise timely contact with third parties.
• Deliver daily, weekly and monthly targets for contact rate, conversion and claims volume.
• Ensure FCA claims management, Consumer Duty, data protection and contact rules are met.
• Collaborate with claims, repair and fleet account managers to ensure smooth handovers of cases.

Skills

Team management

Conversion targets

Performance data coaching

Clear communication

Accident management experience

Consumer Duty knowledge

Dialler/telephony

CRM systems

Management qualification

Tools

Dialler

CRM systems

Job description

Activate Group Limited is seeking an Operations Team Manager for the Hybrid Peterborough site. You will lead the Intervention team, ensuring rapid contact with third parties, clear explanations of our no-cost service, and high conversion with strong customer outcomes and FCA compliance.

You will drive performance, set targets, develop staff and maintain quality. The role requires experience in insurance or accident management and a track record of coaching teams to success.