Customer Retention Team Leader

Culligan UK limited; Birmingham; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Company Sick pay (after qualifying)

Cycle to Work Scheme Available

Employee Reward & Discount Platform

24/7 access to Employee Assistance Pro

Health Assured

Learning and development access

Onsite parking available

Life Assurance Scheme

Job summary

Culligan UK limited is seeking a seasoned leader to head a team of Customer Retention Executives within the Customer Experience function. You will drive churn reduction, coach staff, and work with the retention manager to deliver top-tier customer outcomes.

The role requires inspiring leadership, a continuous improvement mindset, and experience in retention or high-volume sales environments. The position offers strong performance metrics and opportunities for progression.

Qualifications

• 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

Responsibilities

• Lead and mentor the Customer Retention Executives to achieve performance metrics and targets
• Use data to monitor team and individual performance and take corrective action
• Coach, develop and motivate team members to reach their full potential
• Collaborate with the Customer Retention Manager and wider Customer Experience department
• Drive continuous improvement and share best practices across teams
• Act as escalation point for high-value customers and resolve issues
• Allocate resources efficiently to manage capacity and costs
• Support recruitment, development, and progression of team members
• Promote a positive, engaged culture and recognise team successes

Skills

Leadership

Coaching

Continuous improvement

Retention or sales experience

Customer-focused

Job description

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.

• 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

• 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