Operations Team Lead - Intervention & Claims

ACTIVATE GROUP LIMITED; Peterborough; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

33 days holiday

Health cash plan

Enhanced family leave

Life assurance

Free breakfasts

Team events

Job summary

ACTIVATE GROUP LIMITED is recruiting an Operations Team Manager to lead the Intervention team in Peterborough. You will ensure rapid contact with third parties, clearly explain our no-cost accident management service, and convert suitable cases into managed claims while balancing conversion with strong customer outcomes and full compliance.

You will manage performance, plan resource needs, and work with cross-functional teams to hand over successful cases and improve processes, across hybrid

Qualifications

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

Responsibilities

• Lead the Intervention team day-to-day and drive performance.
• Deliver daily, weekly and monthly targets for contact rate, conversion and claims volume.
• Ensure customer outcomes, compliance and fair treatment of customers.
• Collaborate with claims, repair and fleet teams and produce performance reports.

Skills

Team management

Performance coaching

Data-driven decisions

Clear communication

Job description

ACTIVATE GROUP LIMITED is recruiting an Operations Team Manager to lead the Intervention team in Peterborough. You will ensure rapid contact with third parties, clearly explain our no-cost accident management service, and convert suitable cases into managed claims while balancing conversion with strong customer outcomes and full compliance.

You will manage performance, plan resource needs, and work with cross-functional teams to hand over successful cases and improve processes, across hybrid