Customer Retention Team Leader

Culligan UK Services Limited; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Company Sick pay (after qualifying期)

Cycle to Work Scheme Available

Employee Reward & Discount Platform

24/7 access to Employee Assistance Pro

Access to on-going learning and dev.

Onsite parking available

Life Assurance Scheme

Job summary

Culligan UK Services Limited is seeking a Customer Retention Team Lead to head a team of Customer Retention Executives. You will drive churn reduction, coaching, and performance against targets within the Customer Experience function.

You will use data to monitor metrics, collaborate across departments, and promote a continuous improvement culture while managing capacity and costs.

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.

Responsibilities

• Lead and motivate a team of Customer Retention Executives to achieve performance targets.
• Support the retention mission and minimise churn in partnership with the Customer Retention Manager.
• Use data to monitor performance and take action to improve outcomes.
• Collaborate with other departments to deliver accurate customer outcomes and a first-time-right service.
• Prioritise resources to manage capacity and control costs in line with targets.
• Recruit, develop and promote progression opportunities within the team.
• Recognise and reward team successes to maintain a positive culture.

Skills

Leadership

Coaching

Continuous improvement

Retention or 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.

• 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