Operations Team Manager

Location: Hybrid Peterborough

Department: Insurance Customer Operations

Contract type: Permanent / Full-time

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.

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.

Our values define how we work with our team members, customers and suppliers:

•Make it happen – Be accountable. Take the initiative, work fast, and do a great job.

• Strive for better– Be bold. Challenge the norm - make small improvements often.

• Win together– Be a team player. Win together, learn together, respect each other.

▪ 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.

▪ 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.

▪ 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.

▪ 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.

▪ 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.

▪ 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.