Retentions Team Manager - Contact Centre

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

Retentions Team Manager - Contact Centre

Salary: £31,304 per annum
Typical Earnings (OTE): £36,000 - £38,000
Hours: Monday to Friday, 08:00/08:30 - 16:30/17:00 - No weekends
Location: Glasgow, Office Based, Free on-site parking

About the Role

McQueens Dairies is looking for an experienced and motivated Retentions Team Manager to lead a high-performing contact centre team. This is a key leadership role focused on delivering exceptional customer experiences, improving customer retention, and developing a successful, engaged team.

You will oversee a multi-skilled team handling both inbound and outbound customer interactions, ensuring excellent service delivery while driving performance against key business objectives. This role is ideal for a people-focused leader who thrives in a fast-paced environment and is passionate about coaching, developing, and inspiring others.

Applicants should have at least two years' experience in a Team Manager or similar leadership role, preferably within a contact centre or customer service environment.

Key Responsibilities

• Lead the day-to-day management of the Retentions Team, ensuring high levels of customer satisfaction and performance.
• Drive team performance through regular coaching, feedback, and development opportunities.
• Monitor and maintain quality standards through robust quality assurance processes.
• Support the implementation of strategic business initiatives and operational change.
• Foster a culture of ownership, accountability, and world-class customer service.
• Create a positive and supportive working environment that promotes employee engagement and retention.
• Act as an advocate for continuous improvement by identifying process, system, and service enhancements.
• Collaborate with Contact Centre, Marketing, and Depot teams to improve customer experience and operational efficiency.
• Handle escalated customer queries and complaints where required.
• Conduct regular bi-monthly one-to-one meetings to support performance and development.
• Manage resource planning, rotas, scheduling, and payroll submissions.
• Conduct return-to-work meetings and support informal and formal employee investigations when required.
• Produce performance analysis and reporting for departmental meetings, demonstrating KPI achievement and trends.
• Support training and development initiatives to help team members reach their full potential.
• Conduct interviews and assist with the onboarding of new employees.
• Motivate, inspire, and engage the team to consistently deliver results.
• Act as a subject matter expert for CRM and billing systems.

What We're Looking For

Essential Skills & Experience

• Minimum two years' experience in a Team Manager or similar leadership role.
• Proven experience managing performance within a fast-paced customer service or contact centre environment.
• Strong coaching and people development skills.
• Experience handling employee relations matters, including absence management and investigations.
• Excellent communication and stakeholder management skills.
• Strong analytical skills with experience producing and presenting performance reports.
• Ability to lead through change and drive continuous improvement.
• Strong organisational and planning skills.

Desirable

• Experience within a retention, customer loyalty, or subscription-based environment.
• Knowledge of CRM and billing platforms.
• Previous experience managing both inbound and outbound customer service functions.

Why Join McQueens Dairies?

At McQueens Dairies, we believe our people are at the heart of our success. We are committed to creating a supportive, inclusive, and rewarding environment where employees can build long-term careers, develop new skills, and make a real impact.

If you are an experienced leader who is passionate about customer experience, team development, and delivering results, we'd love to hear from you.

Deadline for applications is Friday 20th of November 2026