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