Call Centre Team Manager – Activation & Engagement

About the role

The Portfolio Group is seeking an Activation & Engagement Team Manager to lead a group of around 10 account managers. You will oversee the onboarding of new clients, introduce new products, and ensure a high level of customer service.

Key responsibilities

• Manage the end‑to‑end client journey from activation through engagement, ensuring smooth transitions.
• Drive activation targets, aiming for at least 80% of clients to be fully activated.
• Design and execute onboarding programmes, including email campaigns, tutorials and guides.
• Analyse feedback and performance data to continuously improve processes.
• Monitor KPIs, report on client cancellations, and propose strategies to reduce churn year‑on‑year.
• Conduct regular 1‑to‑1s, appraisals and coaching sessions for team members.

Required profile

• Proven experience in a similar industry, managing client onboarding and engagement.
• Demonstrated team‑leadership skills, with the ability to support and develop staff.
• Strong analytical mindset and data‑driven decision making.

Required skills

• Experience designing onboarding programmes.
• Ability to create engaging written content (emails, guides, tutorials).
• Proficiency in tracking and reporting KPIs.

What we offer

• Competitive salary of £35,000 per year.
• Opportunity to shape the activation and engagement function.
• Supportive environment with clear pathways for professional growth.