Operations Team Manager

Operations Team Manager

Location: Hybrid Peterborough

Department: Insurance Customer Operations

Contract type: Permanent / Full-time

About Us

The fleet accident management specialists. We help the UK’s best-known businesses keep their vehicles moving year-round, with swift incident response, end-to-end claims management, and market-leading vehicle repair.

Our Intervention team speaks to third parties involved in incidents with our customers’ vehicles. Where the third party is not at fault, the team offers them our accident management service at no cost to them: claims handling, a replacement vehicle and repair, with costs recovered from the at-fault insurer.

About the role

You will lead the Intervention team day to day. You will make sure the team contacts third parties quickly, explains our service clearly and honestly, and converts the right cases into managed claims. You will balance conversion with good customer outcomes and full compliance, and you will own the team’s results, quality and development.

Key responsibilities

Leading the team

▪ Manage, coach and motivate the team through regular one-to-ones, call reviews and team huddles.

▪ Set clear individual targets and hold team members to account for performance, quality and conduct.

▪ Recruit, induct and train new team members, working with Learning and Development on training plans.

▪ Handle absence, performance and conduct matters in line with Activate Group people policies.

▪ Build a team culture that lives our values: Make it happen, Strive for better and Win together.

Sales performance

▪ Deliver daily, weekly and monthly targets for contact rate, conversion and claims volume.

▪ Plan resourcing and rotas so the team reaches new third-party leads fast, while the incident is fresh.

▪ Analyse call and lead data to spot where cases are lost, then fix scripts, processes or skills.

▪ Share good practice and the strongest calls across the team.

Customer outcomes and compliance

▪ Make sure team members describe the service accurately, including what “no cost to you” means and when it applies.

▪ Keep the team working within Financial Conduct Authority (FCA) claims management rules, Consumer Duty, data protection and contact rules.

▪ Make sure team members recognise and support vulnerable customers and never apply pressure to sign up.

▪ Run quality assurance on calls and case notes, act on findings and keep evidence ready for audit.

▪ Own complaints and escalations from third parties and resolve them within agreed timescales.

Operations and stakeholders

▪ Produce performance reports for the Head of Insurance Customer Operations and the senior leadership team.

▪ Work with the claims, repair and replacement vehicle teams so each converted case hands over cleanly.

▪ 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 right IT route.

Skills and experience

Essential

▪ 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.

Desirable

▪ 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.

Benefits

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 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

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.

Whether you’re based in one of our contact centres in Halifax, Peterborough or…