Retention Team Leader: Lead a High-Performance Team

markelcorp; Manchester; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

25 days holiday

Buy/sell holiday scheme

Company pension

Private medical insurance

Dental cover

Life assurance

Income protection

Travel insurance

Season ticket loan

Wide range of employee benefits

Job summary

Markel in Manchester is seeking a Retentions Team Leader to guide a high-performing team of eight Retentions Advisors. You will coach, mentor and assess performance while ensuring strong customer outcomes and retention results.

You’ll report to leadership, maintain momentum, and bring energy to elevate performance further. This is a busy contact centre role with focus on delivering exceptional service and driving results.

Qualifications

• 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.

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

Performance management

KPI tracking

Stakeholder management

Customer service

Fast-paced environment

Job description

Markel in Manchester is seeking a Retentions Team Leader to guide a high-performing team of eight Retentions Advisors. You will coach, mentor and assess performance while ensuring strong customer outcomes and retention results.

You’ll report to leadership, maintain momentum, and bring energy to elevate performance further. This is a busy contact centre role with focus on delivering exceptional service and driving results.