Operations Team Manager

Activate Group Limited

9d • Hybrid

About The Position

The Operations Team Manager leads the Intervention team within Insurance Customer Operations, ensuring third parties involved in incidents with customers’ vehicles are contacted promptly and receive a clear, accurate explanation of the accident management service. The role is accountable for converting appropriate cases into managed claims while balancing sales performance with positive customer outcomes, compliance, quality and team development.

The manager oversees day-to-day team performance, coaching, staffing and training; monitors targets and analyses contact and lead data; manages quality assurance, complaints and escalations; and ensures compliance with FCA claims management rules, Consumer Duty, data protection and contact rules. The role also produces performance reports and works with claims, repair, replacement vehicle and account management teams to support effective case handovers and service levels. The position is hybrid in Peterborough and is permanent, full-time.

Requirements

• At least two years managing a sales, contact centre or telephone-based team against targets.
• A record of achieving conversion targets without compromising customer outcomes.
• Confidence using performance data to coach people and make decisions.
• Clear and persuasive written and spoken communication.

Nice To Haves

• Experience in accident management, credit hire, motor claims or insurance.
• Knowledge of Consumer Duty and how to treat vulnerable customers.
• Experience with dialler, telephony and Customer Relationship Management (CRM) systems.
• A recognised management or coaching qualification.

Responsibilities

• Manage, coach and motivate team members 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, coordinating with Learning and Development on training plans.
• Handle absence, performance and conduct matters in line with company people policies.
• Build a team culture aligned with the company values.
• Deliver daily, weekly and monthly targets for contact rate, conversion and claims volume.
• Plan resourcing and rotas so new third-party leads are contacted 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 team members accurately explain the service, including the meaning and applicability of “no cost to you.”
• Ensure the team follows FCA claims management rules, Consumer Duty, data protection and contact rules.
• Ensure team members recognise and support vulnerable customers and do not pressure them to sign up.
• Conduct quality assurance on calls and case notes, act on findings 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 with claims, repair and replacement vehicle teams to ensure clean case handovers.
• 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 the appropriate IT route.

Benefits

• 33 days’ holiday, including bank holidays.
• Personal health cash plan covering claims for everyday healthcare costs such as dental and optical check-ups.
• Enhanced maternity, paternity, adoption and shared parental pay.
• Life assurance at three times basic salary.
• Free breakfasts and fresh fruit.
• Birthday surprise for everyone.
• Ongoing development support through regular feedback and career planning.
• Team events and company-wide celebrations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed