Sales and Retention Team Leader

Activate Group Limited

. Lead the Intervention team day to day.

Posted 10/30/2026full-timePeterborough • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and motivating teams to achieve sales targets while ensuring compliance with regulatory standards. Proficient in analyzing performance data to drive process improvements and enhance customer outcomes.

Highest-signal resume keywords

Team ManagementPerformance CoachingSales Target AchievementData AnalysisRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Data AnalysisTarget SettingQuality AssuranceProcess ImprovementCustomer Outcomes Management

Soft Skills

Clear CommunicationPersuasive CommunicationCoachingMotivationConflict Resolution

Tools & Technologies

Dialler SystemsTelephony SystemsCustomer Relationship Management (CRM) Systems

Certifications & Qualifications

Management QualificationCoaching Qualification

Industry Keywords

Accident ManagementCredit HireMotor ClaimsInsuranceFinancial Conduct Authority (FCA)Consumer DutyData Protection

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 according to people policies.
Deliver daily, weekly and monthly targets for contact rate, conversion and claims volume.
Plan resourcing and rotas to reach new third-party leads quickly.
Analyse call and lead data to identify lost cases and improve scripts, processes or skills.
Share good practice and strong calls across the team.
Ensure services are described accurately and compliantly.
Run quality assurance on calls and case notes and maintain audit evidence.
Own and resolve third-party complaints and escalations within agreed timescales.
Produce performance reports for the Head of Insurance Customer Operations and senior leadership team.
Coordinate handovers with claims, repair and replacement vehicle teams.
Work with fleet customers’ account managers on lead flow, data quality and service levels.
Propose and 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).
Ability to work within Financial Conduct Authority (FCA) claims management rules, Consumer Duty, data protection and contact rules.
Ability to recognise and support vulnerable customers without applying pressure.

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