Retention Team Leader - Manchester, Quarterly Bonus

Markel Service, Incorporated; Manchester; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

25 days holiday

Bank Holidays

Company pension

Private medical insurance

Dental cover

Life assurance

Income protection

Travel insurance

Season ticket loan

Other employee benefits

Job summary

Markel Manchester is seeking an ambitious Retentions Team Leader to join its growing Contact Centre. You will lead a team of eight Retentions Advisors, coaching, guiding and managing performance to sustain momentum and deliver outstanding customer outcomes.

This is a hands-on leadership role in a fast-paced environment, reporting to Adam Freeman. The position offers a competitive salary up to £35,000, a quarterly bonus, and comprehensive benefits, with Manchester office-based working pattern

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.
• Experience in a fast-paced, customer-focused environment.
• Ability to analyse performance and take action to improve outcomes.

Responsibilities

• Lead, motivate and develop a team of Retentions Advisors.
• Conduct regular 1-2-1s, coaching sessions and performance reviews.
• Monitor team productivity, service standards and customer outcomes.
• Drive retention performance against monthly premium targets.
• Manage workload allocation across inbound and outbound activity.
• Ensure operational SLAs and KPIs are consistently achieved.
• Support employee development, engagement and career progression.
• Handle escalated customer queries and support problem resolution.
• Collaborate with wider Contact Centre leadership teams.
• Identify opportunities to improve processes, performance and customer experience.

Skills

Team leadership

Coaching

KPI tracking

Communication

Job description

Markel Manchester is seeking an ambitious Retentions Team Leader to join its growing Contact Centre. You will lead a team of eight Retentions Advisors, coaching, guiding and managing performance to sustain momentum and deliver outstanding customer outcomes.

This is a hands-on leadership role in a fast-paced environment, reporting to Adam Freeman. The position offers a competitive salary up to £35,000, a quarterly bonus, and comprehensive benefits, with Manchester office-based working pattern