Retentions Team Leader

Avencia Talent Solutions Limited; Manchester; On-site; GBP 30,000 - 35,000; 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

Access to additional employee benefits

Job summary

Avencia Talent Solutions Limited in Manchester is seeking a Retentions Team Leader to drive a high-performing retention team within a busy contact centre. You will coach a team of eight advisors, shape performance, and ensure outstanding customer outcomes while supporting business growth.

The role requires leadership experience, a track record of hitting targets, strong communication, and the ability to energise a customer-centric team in a fast-paced environment.

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

Responsibilities

• Lead a team of eight Retentions Advisors with coaching and performance management.
• Create a positive, high-performance culture that delivers customer outcomes.
• Support growth by maintaining momentum and elevating performance further.
• Partner with leadership to ensure alignment across brands and functions.

Skills

People management

Coaching

Performance analytics

KPI tracking

Stakeholder management

Customer retention

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:

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

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.

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.