Operations Team Manager

Activate Group Limited

. Lead the Intervention team day to day .

Posted 10/30/2026full-timePeterborough • United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and motivating teams to achieve sales and performance targets while ensuring compliance and quality service for vulnerable customers. Proficient in analyzing performance data to drive process improvements and enhance customer outcomes.

Highest-signal resume keywords

Team ManagementPerformance CoachingSales Target AchievementData AnalysisCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales ManagementPerformance Data AnalysisProcess ImprovementQuality AssuranceTarget Setting

Soft Skills

Clear CommunicationPersuasive CommunicationMotivationCoaching

Tools & Technologies

Dialler SystemsTelephony SystemsCustomer Relationship Management

Certifications & Qualifications

Management QualificationCoaching Qualification

Industry Keywords

Accident ManagementCredit HireMotor ClaimsInsuranceConsumer Duty

About the role

Key responsibilities & impact

Lead the Intervention team day to day
Manage, coach and motivate the team through regular one-to-ones, call reviews and team huddles
Set individual targets and hold team members accountable for performance, quality and conduct
Recruit, induct and train new team members with Learning and Development
Handle absence, performance and conduct matters
Deliver contact rate, conversion and claims volume targets
Plan resourcing and rotas to reach new third-party leads quickly
Analyse call and lead data and improve scripts, processes or skills
Ensure accurate and compliant service explanations and support for vulnerable customers
Run quality assurance on calls and case notes and maintain audit evidence
Own and resolve third-party complaints and escalations
Produce performance reports for the Head of Insurance Customer Operations and senior leadership team
Coordinate clean handovers with claims, repair and replacement vehicle teams
Work with fleet customers’ account managers on lead flow, data quality and service levels
Lead process improvements and raise system or data changes through IT

Requirements

What you’ll need

At least two years managing a sales, contact centre or telephone-based team against targets
A record of hitting conversion targets without compromising customer outcomes
Confidence using performance data to coach people and make decisions
Clear, persuasive communication, written and spoken
Experience in accident management, credit hire, motor claims or insurance (desirable)
Knowledge of Consumer Duty and how to treat vulnerable customers (desirable)
Experience with dialler, telephony and Customer Relationship Management (CRM) systems (desirable)
A recognised management or coaching qualification (desirable)

Benefits

Comp & perks

33 days holiday, including bank holidays
Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups
Enhanced maternity, paternity, adoption and shared parental pay
Life assurance at three times your basic salary
Free breakfasts and fresh fruit
A birthday surprise for everyone
Regular feedback and career planning
Team events and company-wide celebrations
Supportive culture and tools to do your best work