Team Leader – Insurance Sales (Contact Centre)
Manchester - Competitive Salary + Quarterly Bonus + Exceptional Benefits
Lead. Motivate. Inspire
If you’re an experienced Team Leader from an insurance call centre, sales, retentions or new business environment — and you’re ready to make a real impact — this is your moment.
At Markel Direct, we’re more than an insurance provider. We’re a community of problem solvers, innovators and optimists who help people move forward with confidence. And now, our Manchester based contact centre team is looking for an inspiring leader to help elevate performance and shape customer excellence.
The Opportunity:
In this pivotal role, you’ll partner closely with the Sales Manager to lead, coach and energise our New Business team. You’ll champion performance, nurture talent, and create an environment where your team can thrive — all while collaborating with our Retentions Team Leader to align strategy and drive shared success.
If you love people leadership, customer excellence and creating a high‑performing culture, you’ll feel right at home.
What You’ll Be Doing:
Creating a positive, performance‑focused team culture that delivers brilliant customer experiences
Managing daily workflow, setting targets, and ensuring SLAs and KPIs are consistently met
Coaching, developing and motivating consultants to deliver outstanding service
Monitoring calls and providing constructive feedback to elevate skills and quality
Managing cases and outbound activity to drive customer satisfaction and revenue
Playing a key role in recruitment and onboarding of new team members
Acting as the first point of escalation for complaints and supporting resolution
Using data to identify trends, training needs and performance opportunities
Ensuring accuracy in processing and data entry
Planning resources effectively to meet demand
Championing compliance, professionalism, customer focus and the Markel style
What You’ll Bring:
Experience in an insurance or FCA‑regulated sales environment
Strong technical understanding of business insurance products
Knowledge of insurance principles, contracts and obligations
Exceptional organisational skills and time‑management
Experience in performance management and coaching
High attention to detail, with a customer‑first mindset
Confident and professional communication skills
Ability to thrive in a fast‑paced, collaborative environment
CII qualification (or working towards it)
Who we are:
Markel Corporation (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further
What’s in it for you:
A great starting salary plus generous quarterly bonus & strong benefits package…
25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!
Are you ready to play your part?
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.
#LI-PC1
#LI-Hybrid #PlayYourPartUK
