About the 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
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