Customer Retention Team Leader

Culligan UK; Birmingham; On-site; GBP 40,000 - 60,000; 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

Access to ongoing learning and dev via

Onsite parking available

Life Assurance Scheme

Job summary

Culligan UK is seeking a Customer Retention Team Lead to head a team of Customer Retention Executives in Birmingham. You will drive churn reduction, coach staff, and partner with the Customer Retention Manager and Customer Experience to achieve shared targets.

You will use data to monitor performance, act quickly on variances, and promote continuous improvement while ensuring excellent customer outcomes. A strong customer-focus and proven leadership are essential for success.

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 a team of Customer Retention Executives to minimise churn and support retention goals.
• Inspire and motivate your team through ongoing coaching and feedback.
• Use data to understand team and individual performance and take action.
• Collaborate with other departments to deliver a "right first time" outcome for customers.
• Recruit and retain talent, supporting succession planning and development.
• Manage costs in line with business targets and look for opportunities to reduce waste.
• Support personal and team growth by overseeing development opportunities and progression.

Skills

Leadership

Coaching

Continuous improvement

Retention/Sales experience

Customer focus

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.

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