Retention Team Leader

Retentions Team Leader

Job Title: Retentions Team Leader

OTE: £40k \- £45k

Starting Salary: £30,000 \- £35,000

Job Type: Full time (40 hours pw), Permanent

Location: In Person, Office based \- Farnborough, Hampshire

Who are LetsGoCover?
LetsGoCover specialise in providing protection products to members of the public across the UK. We work with market leading providers and are a specialist in life insurance.

Job Overview

The Retentions Team Leader is responsible for managing customer retention activity within a life insurance brokerage, ensuring clients receive excellent service while supporting business persistency and clawbacks. The role combines hands on customer retention work with leadership responsibilities, including coaching and supporting a small team of retention consultants.

As a Retentions Team Leader at LetsGoCover you will:

· Lead, motivate, and support a team of retention consultants to achieve individual and team targets.

· Conduct regular performance reviews, coaching sessions, and call monitoring.

· Provide ongoing training and development to improve retention performance and compliance standards.

· Support recruitment, onboarding, and mentoring of new team members where required.

· Daily Retention Reports and managing other Data.

· Monitor retention KPIs, conversion rates, and customer outcomes.

· Produce feedback and reporting for management where required.

· Work closely with advisers, providers, and other departments to resolve customer issues efficiently.

· Assist with process improvements to enhance customer experience and retention performance.

Customer Retention:

· Handle inbound and outbound retention calls relating to life insurance policies.

· Identify customer needs and provide suitable solutions to retain existing business.

· Negotiate policy amendments, premium reviews, and alternative cover options where appropriate.

· Build rapport with customers and handle objections professionally to maximise policy retention.

Requirements:

· Previous experience within life insurance, protection, or financial services. Ability to overcome common objections.

· Experience leading or mentoring a team.

· Experience in a financial company working within FCA guidelines (beneficial)

· Excellent verbal communication

· Strong background in customer retention, sales, or account management.

· Professional and positive manner

· Enthusiasm to invest time in upskilling and professional development through CPD.

· Knowledge around treating customers fairly and willingness to support positive customer outcomes in line with FCA guidelines

What we offer?

· Uncapped bonus potential

· No contracted weekend hours

· Early finishes on Fridays

· Enhanced annual holiday (28 days entitlement and additional 4 days over Christmas)

· Gym membership (from day 1\)

· Private Medical Insurance

· Workplace wellbeing support (from day 1\)

· Performance incentives (e.g: go home early, lunches, prizes \& convention)

· Company Pension

· Employee referral scheme up to £1,250 per referral

· Great Location (Farnborough, Hampshire. Located near the train station and right in the centre of town)

· Specsavers Vouchers

· Company Events

· Onsite parking with highly discounted rate

· Personal and professional training

What makes LetsGoCover unique?LetsGoCover offer a fresh approach to management and company culture as well as encouraging a healthy work life balance. We nurture and inspire our employees to be the best versions of themselves and pride ourselves on our great philosophies and team dynamics.

Why join LetsGoCover?LetsGoCover are a rapidly expanding company and advocate progression in not only career but character.

Prerequisites:

· Clean credit history *(any past issues must have been resolved, e.g. “in arrangement”)*

· Clean employment references for last 3 years

· Ideally a clean criminal record. *(Any historic items will be considered on a case by case basis)*

· All successful applicants will have a DBS/CRB check done prior to starting

Pay: £30,000\.00\-£35,000\.00 per year

Benefits:

• Company pension


• Gym membership


• Health \& wellbeing programme


• On\-site parking


• Private medical insurance


• Referral programme

• FCA Guidelines: 1 year (preferred)

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