Retentions Team Leader

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

Benefits offered by this job

25 days holiday

Private medical insurance

Company pension

Life assurance

Travel insurance

Season ticket loan

Dental cover

Job summary

Markel in Manchester is seeking an ambitious Retentions Team Leader to drive a high-performing team within our contact centre.

You’ll coach eight Retentions Advisors, manage performance against targets, and shape a positive culture where colleagues are empowered to deliver outstanding customer outcomes and contribute to business growth.

This role offers a competitive salary, quarterly bonus, and a range of benefits, with Monday to Friday daytime hours in the office.

Qualifications

• Proven experience leading teams in a contact centre.
• Experience delivering against targets and service standards.
• Strong communication and stakeholder management skills.
• Able to analyze performance and drive improvements.

Responsibilities

• Lead and develop Retentions Advisors.
• Conduct regular coaching and performance reviews.
• Monitor productivity, service levels and outcomes.
• Drive retention against monthly premium targets.
• Allocate workload across inbound/outbound.
• Ensure SLAs and KPIs are met.
• Support employee development and career progression.
• Handle escalated queries and resolve problems.
• Collaborate with wider Contact Centre leadership.
• Identify process improvements to boost performance.

Skills

Team leadership

Coaching

Performance management

KPI tracking

Stakeholder management

Communication

Customer service

Job description

Retentions Team Leader

Manchester | Good starting salary + quarterly bonus + Excellent Benefits

Lead a high-performing team. Drive customer retention. Shape the future!

We're looking for an ambitious and people-focused Retentions Team Leader to join our growing Manchester Contact Centre operation. This is an exciting opportunity to take ownership of an established, high-performing team and play a key role in delivering exceptional customer experiences, strong retention results and continued business growth.

Whether you're an experienced Team Leader or a Senior Advisor who has stepped into leadership responsibilities and is ready for the next step, we'd love to hear from you.

The Opportunity:

You’ll lead a team of eight Retentions Advisors, providing coaching, guidance and performance management to ensure the team continues to build on its strong foundations. Reporting to Adam Freeman, you’ll be responsible for creating a positive, high-performance culture where people are empowered to achieve their potential whilst delivering outstanding customer outcomes.

This isn’t a turnaround role. The team is already performing well. What we’re looking for is a leader who can bring energy, ideas and strong people management skills to maintain momentum and elevate performance even further.

What You’ll Be Doing:

• 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

What We’re Looking For:

You’ll be someone who enjoys coaching others, driving performance and creating an environment where people can succeed.

Essential Experience:

• 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 working within a fast-paced, customer-focused environment
• Ability to analyse performance and take action to improve outcomes

We’d Particularly Like To Hear From Candidates With Experience In:

• Insurance
• Financial Services
• FCA-regulated environments
• Contact Centres
• Sales or Retention operations

Industry experience is advantageous, but strong leadership capability is our priority. We can teach products and processes. We want a leader who can get the best from people.

Why Join Us?

• Lead an established, high-performing team
• Newly created opportunity within a growing business
• Competitive salary of up to £35,000
• Quarterly bonus scheme
• Clear opportunities for progression and development
• Exposure to multiple brands and business functions
• Supportive leadership team and collaborative culture
• Opportunity to make a genuine impact in a key customer retention function

Benefits:

• 25 days holiday plus Bank Holidays
• Buy/sell holiday scheme
• Company pension
• Private medical insurance
• Dental cover
• Life assurance
• Income protection
• Travel insurance
• Season ticket loan
• Access to a wide range of additional employee benefits

Working Pattern:

• Manchester office-based
• Monday to Friday - 08:30am – 5:00pm

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [e-mail] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.