Outbound Sales and Retention Team Leader




Birmingham, Haywards Heath or London

Employment Type

Full-time, Permanent

Budgeted Salary Range

£29,000 - £32,500

Ways of Working

Opened: 6 days ago
Closes: TBC

About Us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents.  We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped over half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.  We’ve won numerous awards, have offices in the USA, UK, and Sweden - and we now employ over 500 people globally. 

Award-winning, innovative technology and exceptional customer service are at the heart of our offer: our “Complete” policy ranks top of the Which? cat and dog insurance Best Buy tables. (December 2021)  We've also been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2021) - and we’ve received over 21,000 5-star Feefo reviews in the past 12 months.

We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.  Our latest Series D funding round was $350m which values us at over $2bn. 

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day.  Throughout our business you'll meet people who think differently, aim for impact and love to try new things.  Want to join our pack?  Join us. Love every moment. Love ManyPets.

About the Opportunity

We're on a mission to make the world a better place for pets and their parents!  Our Operations team are the heart of our company, making sure our customers have a best-in-class experience when choosing ManyPets to take care of their pets. 

As our Outbound Sales and Retention Team Leader, you'll lead a team of motivated Customer Support Executives.  We want our customers to love what we do, talk about us, and keep coming back for more. As one of our team leaders, you’ll be a true people person - with the skills, dedication, and attitude to succeed in providing market leading service standards. You understand that “leaders are educators” and you take pride in coaching your team to be the best they can be, inspiring and bringing our company values to life.

In this role you’ll also strive to continually improve our processes, customer journey and financial controls.  You'll be someone who we can rely on for refining and improving our processes and we'll look to you to help build and deliver improvements on our performance targets.

This role is categorised as an Insurance Distribution Activity ("IDA") role by the Financial Conduct Authority - and falls under the FCA’s SM&CR and Conduct Rules.  Please take a moment to research what this means before you apply.

Your Focus

Delivery and Strategy

  • Set a compelling vision and direction for the team to achieve its targets and build in line with our strategy and values.
  • Supervise, coach, and support the team members to deliver operational targets and provide “best in class” customer service.
  • Work with the Head of Customer Support, Customer Support Managers and Workforce Analysts to determine overall resourcing requirements, both in-house and outsourced ensuring efficient and cost-effective planning and scheduling.
  • Use management information (“MI”) and qualitative observations to monitor performance, take proactive corrective action and where there are opportunities for improvement.
  • Drive on-going quality improvements by completing quality audits of interactions with our members and policy holders. Ensure the “feedback loop” is completed (at least monthly), providing constructive guidance to team members and/or recognise high standards of service are achieved.


  • Lead a team of Customer Support Executives, ensuring support and supervision is always available to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
  • Oversee setting of performance and personal development goals, providing focus and opportunity for all team members whilst enabling cross-skilling.
  • Maintain good team communications through daily, weekly updates and participating in a bi-weekly newsletter to ensure all team members are aware of team and product performance.
  • Prioritise availability to support team members on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance
  • In conjunction with the team members, set individual objectives to manage and drive performance and act as the basis for personal development plans.
  • Develop new recruits by organising and overseeing high quality on-boarding and training plans to enable quick integration into the business and achieve good learning and performance
  • Liaise effectively and collaboratively with colleagues across the company to support specific harmonisation, I.T and other projects and help ensure benefits are realised.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don’t tick every box - don't worry.  We can support you in both your personal and professional development:

  • You're customer-centric and can view what you do through customer’s eyes - while remaining commercially astute.
  • You'll bring high accuracy, quality, and attention to detail everything you do.
  • You enjoy responsibility and can deliver results against targets. You put your arms around projects, working side-by-side with your team to get things done on time and to budget.
  • You’re someone who helps others feel happy and valued in their role – and appreciates and celebrates their success.
  • You can balance the need for compliance and regulation with the personality and emotional depth needed for superb customer care.
  • You value diversity and are sensitive to different lived experiences, environments, and cultures.

What We’re Looking For

  • You’ll be an experienced team leader in multi-channel contact centre, ideally from within a regulated business like ours.
  • You’ll bring experience in business-to-consumer sales and we’re especially keen to hear from anyone from within insurance or financial services.
  • You’ll have track record in improving team and business performance, through coaching and delegation with a focus on constructive feedback.
  • You love meeting sales targets and are driven by motivating your team to make high-quality, compelling outbound customer calls.
  • You’ll be skilled in planning resources, people, and priorities - and you’ll have experience of growing a team and onboarding new joiners.
  • As you will be customer-facing, we’ll need you to be fluent in English (both written and verbal).

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing.  Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us.  We believe Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you'd like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.


Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we've created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do - and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious

Connect With Us!

LinkedIn | Instagram: UK  USA  Sweden| Facebook: UK  USA  Sweden | Twitter: UK USA | TikTok | Glassdoor | Indeed | FeeFo | Trustpilot | Crunchbase

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion Council in complete confidence.  Our Inclusion Council is a cross-functional group of people from our global business - and they are not the hiring managers for this role.  We're here to make sure everyone has a fair and equitable experience when they're considering joining us.  If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

Smell good?

A dog smelling something good

Apply for the Outbound Sales and Retention Team Leader opportunity.

  • Department: Operations
  • Location: Birmingham, Haywards Heath or London
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £29,000 - £32,500
  • Ways of Working: Hybrid