Retentions Team Lead - Coaching & CX Excellence

McQueens Dairies; Glasgow; Presencial; GBP 28.000 - 34.000; Jornada completa

Descripción de la vacante

McQueens Dairies in Glasgow is seeking an experienced Retentions Team Manager to lead a high-performing contact centre team. The role focuses on delivering excellent customer experiences, improving retention, and developing a motivated team.

You will oversee inbound and outbound interactions, coach staff, and drive performance against key metrics. Office-based role with Monday to Friday hours and no weekends.

Formación

• Two years' experience in a Team Manager or equivalent.
• Proven ability to coach and develop staff.
• Experience handling employee relations, including investigations.
• Excellent communication and stakeholder management skills.
• Strong analytical skills with performance reporting experience.
• Able to lead through change and drive continuous improvement.
• Strong organisational and planning capabilities.

Responsabilidades

• Lead day-to-day management of the Retentions Team to ensure customer satisfaction and performance.
• Coach and develop team members; provide regular feedback.
• Monitor quality standards with QA processes.
• Support strategic initiatives and operational changes.
• Foster ownership, accountability, and world-class service.
• Create a positive working environment to promote engagement and retention.
• Identify process, system, and service improvements.
• Collaborate with Contact Centre, Marketing and Depot teams.
• Handle escalated customer queries and complaints.
• Conduct bi-monthly one-to-one performance reviews.
• Manage resource planning, rotas, scheduling and payroll submissions.
• Conduct return-to-work meetings and assist investigations.
• Produce performance analyses and KPI trends for meetings.
• Support training and onboarding of new staff.
• Motivate and engage the team to deliver results.
• Act as SME for CRM and billing systems.

Conocimientos

Team leadership

Coaching & development

Employee relations

Stakeholder management

Performance reporting

Change management

Organisational planning

Herramientas

CRM platforms

Billing software

Descripción del empleo

McQueens Dairies in Glasgow is seeking an experienced Retentions Team Manager to lead a high-performing contact centre team. The role focuses on delivering excellent customer experiences, improving retention, and developing a motivated team.

You will oversee inbound and outbound interactions, coach staff, and drive performance against key metrics. Office-based role with Monday to Friday hours and no weekends.