Hybrid Sales and Retentions Claims Handler at Activate Group Limited

Job title: Sales and Retentions Claims Handler 

Department: Third Party 

Location: Peterborough 

Hours: 37.5 hours per week

Salary: From £26074, plus bonus 

We’re looking for a Sales and Retentions Claims Handler to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies.
**Great career development opportunities – grow with us.

About the role

The Accident Management Sales Advisor is responsible for handling inbound and outbound calls with customers who have been involved in a motor vehicle accident.

The advisor’s goal is to provide support and convert leads into qualified services such as vehicle replacement, repair management, or insurance claims handling.

The role requires strong communication skills, empathy, and a persuasive sales approach to offer appropriate accident management solutions.

Key responsibilities

• Handle inbound and outbound calls from drivers involved in accidents
• Assess customer needs and qualify them for accident management services.
• Promote and sell relevant services such as:
  - Courtesy/hire vehicle replacement
  - Vehicle repair management
• Accurately record all customer information and case details in the CRM system.
• Liaise with repair garages, insurers, and legal teams where necessary.
• Maintain high conversion rates while ensuring compliance with FCA or other industry regulations.
• Follow up on leads provided by insurers, brokers, or direct marketing.
• Deliver excellent customer service during stressful and emotional situations for the caller.
• Achieve individual and team sales targets (KPIs).

Skills and experience

Essential:

• Proven experience in a sales or telesales environment.
• Excellent communication and negotiation skills.
• Resilient and target-driven.
• Ability to handle objections and convert leads into confirmed bookings/services.
• Attention to detail with accurate data entry.
• Empathetic and professional phone manner.

Desirable:

• Experience in accident management, insurance, or claims handling.
• Knowledge of FCA regulations.
• Familiarity with CRM or contact centre systems.

Performance Metrics

• Conversion rate (qualified leads to sales).
• Average call handling time (AHT).
• Customer satisfaction (CSAT).
• Accuracy of case handling and documentation.
• Compliance and script adherence.
• Quality

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

• 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.