Retentions Team Leader - Drive Loyalty (Manchester)

Markel International; Manchester; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Company pension

Private medical insurance

Life assurance

Income protection

Travel insurance

Season ticket loan

Job summary

Markel International in Manchester is seeking a Retentions Team Leader to lead an eight-person Retentions team within the Manchester Contact Centre. You will coach, manage performance and drive retention outcomes while delivering exceptional customer experiences and contributing to business growth.

The role requires energetic leadership, hands-on coaching and the ability to maintain momentum with a high-performing 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

• 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

Communication skills

Customer focus

People development

Job description

Markel International in Manchester is seeking a Retentions Team Leader to lead an eight-person Retentions team within the Manchester Contact Centre. You will coach, manage performance and drive retention outcomes while delivering exceptional customer experiences and contributing to business growth.

The role requires energetic leadership, hands-on coaching and the ability to maintain momentum with a high-performing team in a fast-paced environment.