Customer Service Team Lead: Retention & Upsell Champion

The Portfolio Group; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading employee assistance provider in Manchester is looking for a Customer Service Team Leader to drive retention and develop their team. This hands-on leadership role focuses on performance analysis, engaging in high-stakes client conversations, and ensuring exceptional service. The ideal candidate should possess strong coaching skills and a commitment to team excellence. Join a fast-paced business committed to employee wellbeing and make a significant impact in a dynamic environment.

Benefits

25 days’ holiday plus bank holidays

Cash health plan for you and your family

Pension plan and life insurance

Private medical insurance

Free on-site gym

Employee Assistance Programme access

Qualifications

• Proven team leadership experience in a retention-focused environment.
• Strong coaching and mentoring skills.
• Effective communicator capable of leading by example.

Responsibilities

• Lead and develop your team to achieve performance excellence.
• Set clear targets and conduct regular quality checks.
• Support high-priority client meetings and retention challenges.

Skills

Team leadership

Coaching

Performance analysis

Problem-solving

Client communication

Job description

A leading employee assistance provider in Manchester is looking for a Customer Service Team Leader to drive retention and develop their team. This hands-on leadership role focuses on performance analysis, engaging in high-stakes client conversations, and ensuring exceptional service. The ideal candidate should possess strong coaching skills and a commitment to team excellence. Join a fast-paced business committed to employee wellbeing and make a significant impact in a dynamic environment.