Martin Sanger
Ferndown,Dorset
Summary
Experienced operations and client services professional with a proven track record in sales, retention support, credit control, and team management across diverse industries. Demonstrates expertise in customer service, data analysis, risk assessment, and stakeholder collaboration to drive business objectives and enhance operational efficiency. Skilled in task prioritisation, problem-solving, and communication with a focus on accuracy and attention to detail.
Overview
1
1
Certification
29
29
years of professional experience
Work History
Retention Support Administrator
Vitality Health & Life
07.2023 - Current
- Retention Support Mailbox
- Telebroker mailbox / OSPREMS. Coordinated telebroker mailbox operations to ensure timely responses and effective communication
- Weekly and Monthly reporting of Telebroker lapses and OSPREMS to senior business leaders within all Telebrokers
- Rolled out team training for Telebroker mailbox
- USAY Processing (Discount authorised to Senior Manager level) Conducted daily triaging of tasks
- Ad hoc support to SME Client managers, Broker and Partner teams
- Health AWD Clearing to ensure plans renew
- Coached team members and provided training in Verint to enhance team capabilities
- Vitality Life Support Mailbox
- AWD emails with a focus on accuracy and resolution of FA and client inquiries
- Payment arrangements, PPD, Smart Stream, Member Zone queries, Adviser Hub queries, Allocating call backs. SAM finance Workpools
Advance Retention Specialist
Vitality Health
05.2019 - 06.2023
- Completed secondment as Retention Development Manager and Team Manager in 2022, overseeing team performance and implementing retention strategies.
- Engaged with existing policyholders and brokers to retain policies at initial renewal cost by promoting products and values.
- Contacted members and brokers to address mid-term cancellations and encourage policy retention.
- Process renewals of business and personal healthcare plans
- Respond to emails from brokers and members regarding renewal quotes and plan queries
- Work within regulated guidelines with the customers' best interests at the core
Credit Controller
Vitality Health
02.2018 - 04.2019
- Managed credit control processes for debts under £2500 to ensure timely recovery
- Pursued debts via email and telephone while adhering to company procedures
- Conducted due diligence on high value applications to minimise risk exposure
- Diligent checks on agencies – Graydon, Elixir, Touchstone, Companies House & FCA
- Own life checks where monthly premiums are >£200
Health Associate
Vitality Health
02.2017 - 02.2018
- Cultivated relationships with brokers, internal teams, and partners to enhance collaboration
- Handled servicing calls from brokers and Group Sec to ensure timely support
- Managed email correspondence to maintain effective communication
- Organised and prioritised emails to enable prompt communication
- Supporting and sharing knowledge with colleagues
- Ensuring all relevant knowledge and skills are up to date
Client Services Manager
WeatherNet Ltd
03.2014 - 02.2017
- Managed portfolio of existing clients, attending client meetings to understand needs and enhance service delivery.
- Maintaining and expanding relationships with existing clients to drive Sales
- Built long-term relationships with clients, retaining business by matching needs with optimal product solutions.
- Guided account team by implementing effective strategies to address client requirements.
- Exceeded sales targets by implementing effective strategies
- Reported to the Managing Director and helped achieve the company’s sales turnover and deliver targets.
- Using an existing network of industry contacts to generate new business
- A proven track record of analysing and understanding data to support business requirements.
- Delivered coaching and training sessions to clients in seminars
Operations Manager
WeatherNet Ltd
02.1998 - 02.2014
- Financial control of business accounts, credit control, purchase ledger & banking
- Implemented office best practices for staff management and health and safety compliance.
- Met all relevant statutory and mandatory requirements associated with operations within the framework of the company’s core values.
- Audited client reports produced by the team to ensure accuracy before delivery.
- Delivered tailored in-house training sessions to clients, aligning with their specific needs and objectives.
Education
Queen Elizabeth Grammar School
Skills
- Customer service
- Team Collaboration
- Sales and Target driven
- Internal stakeholder relationships
- Data analysis
- Risk assessment
- Organised planning
- Scheduling
- Task prioritisation
- Attention to detail
- Excel
- Word
- Outlook
- PowerPoint
Custom
- I am passionate about travelling and always looking for inspirational holiday ideas.
- I have a passion for music and play the guitar.
- I also enjoy watching films and catching up on current affairs.
Certification
- Institute of Advance Motorist
- The British Chauffeurs Guild
Timeline
Retention Support Administrator
Vitality Health & Life
07.2023 - Current
Advance Retention Specialist
Vitality Health
05.2019 - 06.2023
Credit Controller
Vitality Health
02.2018 - 04.2019
Health Associate
Vitality Health
02.2017 - 02.2018
Client Services Manager
WeatherNet Ltd
03.2014 - 02.2017
Operations Manager
WeatherNet Ltd
02.1998 - 02.2014
Queen Elizabeth Grammar School