Job Description
Reporting to Associate Director - Retention & Customer Services Team Leader
£32,500–£35,000 DOE + up to £20,000 Performance Bonus
(OTE c. £52.5k–£55k)
Our client, an industry-leading EAP and OH provider and Sunday Times 'Best Places to Work' organisation, is looking for a Retention & Customer Services Team Leader to join their growing team.
This is a hands-on leadership role where you'll be instrumental to the success of the business.
You'll drive retention performance across your team while personally engaging in high-stakes client conversations, spotting upsell opportunities, and ensuring business KPIs are consistently exceeded. This isn't just about managing a team – it's about coaching, mentoring, and developing your people to deliver exceptional standards through a sales-through-service approach.
As a Retention & Customer Services Team Leader, you'll oversee the full performance cycle: setting clear targets, conducting regular quality checks and coaching sessions, delivering bi-weekly 1-to-1s, and identifying training needs to help your team excel. With a strong focus on performance analysis and opportunity spotting, you'll drive efficiencies across the Relationship Executive team while supporti...