Retentions Team Leader

Do you have Call Centre Retentions Team Leader experience?

Come and work with our dedicated Markel Direct insurance sales and Retentions Team here in Manchester !

What part will you play? If you're looking for a place where you can make a meaningful difference, you've found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you'll find your fit amongst our global community of optimists and problem-solvers. We're always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.

The opportunity:

We have an exciting opportunity for a Retentions Team Leader in our Direct insurance sales team directly reporting into the Sales Manager. As an enthusiastic Team Leader, you will be responsible for leading and motivating the team alongside the Sales Manager. You will coach the consultants ensuring adequate technical knowledge and training is provided to handle customer queries effectively and deliver an outstanding experience to customers. You will need to be highly organised, a great team mate and driven to provide and develop exceptional customer service.

This is a unique role within our Customer Retentions Team who will work closely with the New Business Team Leader, working collaboratively in view of achieving the same goal, helping identify trends and training needs whilst promoting the Markel style.

The successful individual will actively seek to help improve the team's performance, by managing workflow, monitoring and listening to agents, and providing constructive feedback to help improve individual performance.

What you'll be doing:

Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery of SLA/KPI's

Coordinate and monitor your team's workload by setting expectations at the start of each day and managing team and individual sales targets

Effective risk management and ensure effective cover of management

Lead, motivate, coach and develop the team to deliver industry-leading customer service

Ensure excellent customer service across your team with effective call monitoring and coaching

Manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation

Effectively recruit and onboard new team members alongside the Sales Manager

Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Sales Manager

Ensure the team accurately input and process data on the company's system

Raise relevant technical issues using data to confirm the scale of the issue

Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards

Provide constructive feedback to team members, identify training needs, and oversee training and development plans

Our must haves:

Experience within insurance or an FCA regulated sales environment

An understanding of the legal principles of insurance and insurance contracts including the company's obligations to insurers is beneficial

Strong organisational skills, time management

Performance management, significant focus on delivery of a first-class customer experience

Ability to work closely and flexibly with other team members

Customer-focused approach and attention to detail. Confident communicator

Demonstrate a high level of professionalism, integrity and commitment

Ability to work in a fast-paced environment

CII qualification or working to obtain the qualification desirable

Who we are:

Markel Corporation (NYSE - MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We're all about people | We win together | We strive for better| We enjoy the everyday | We think further

Avencia Consulting are an RPO who provide a recruitment service to our client Markel International.

What's in it for you:

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and, we can provide the support needed to do just that!

Are you ready to play your part?

Choose 'Apply Now' to fill out our short application, so that we can find out more about you.

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 a Disability Confident Committed employer which means we will you'll have a positive experience applying for a role at Markel and are able to perform at your best. If there are any adjustments we can reasonably make to ensure that the process is accessible for you at every stage please let us know.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.