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