Customer Retention Team Leader

About this role

Leading a team of Customer Retention Executives you will support Culligan UK’s customer retention mission minimising churn, working in partnership with the Customer Retention Manager and the wider Customer Experience department.
Requirements

• Support team members in achieving performance metrics and measures, including individual save rates, quality assurance measures, productivity and behavioural targets.

• Inspire and motivate your team to reach their full potential through ongoing coaching and feedback.

• Lead by example, setting the standard for behaviour and performance.

• Use data to understand team and individual performance, taking immediate action where needed.

• Drive a culture of continuous improvement by solving problems and sharing best practices.

• Work collaboratively with other departments to deliver a “right first time” outcome for customers.

• Ensure compliance with internal policies, procedures, and guidelines to deliver accurate customer outcomes.

• Act as an escalation point for difficult/high value customers

• Prioritise resources to effectively manage capacity

• Manage costs in line with business targets and look for opportunities to reduce waste.

• Support personal and team growth by overseeing development and promoting progression opportunities.

• Recognise and reward team successes to guide a positive and engaged culture.

• Recruit and retain talent, supporting succession planning and development.

Essential

• Proven leadership skills with the ability to inspire and develop a high-performing team

• A passion for coaching and motivating others to reach their full potential

• A continuous improvement mindset, encouraging problem-solving and sharing best practices

• Retention or sales experience – ideally B2B - in a high volume, high pressure environment

• A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business
Benefits

• 23 Days Holiday + Bank Holidays

• Company Pension Scheme

• Company Sick pay (after qualifying period)

• Cycle to Work Scheme Available

• Employee Reward & Discount Platform

• 24/7 access to Employee Assistance Program through Health Assured

• Access to on-going learning and development via our online learning platforms

• Onsite parking available

• Life Assurance Scheme