Internal Job Opportunity: Retentions Team Leader We’re excited to offer an opportunity for an ambitious and people-focused leader to step into a standalone Team Leader role within our Retentions Team. This is a fantastic opening for existing Team Leaders looking to develop their skills in a new area, or for individuals currently progressing through the Learning to Lead programme who are ready for their next challenge. As the Retentions Team Leader, you’ll play a pivotal role in shaping performance, coaching for success, and driving high-quality retention outcomes across the team. You’ll be responsible for the day-to-day management of a dedicated team, with a clear focus on performance, development, and customer-first outcomes. What You’ll Be Doing Leading the day-to-day operations of the Retentions Team, with full responsibility for performance, behaviours, and results. Conducting regular one-to-ones, focusing on pipeline review, personal development, and coaching. Monitoring agent queues daily to ensure proactive pipeline management: Assigned Queue – ensuring prompt record movement and balanced workloads. Working Queue – supporting strong follow-through and negotiation. Closed Records – auditing for quality, accuracy, and documented retention effort. Auto-Closed Records – reviewing unworked leads to spot training or process gaps. Supporting agents to own their performance, understand their pipeline, and use all available tools to drive retention. Reviewing and analysing retention performance, identifying opportunities for training and improvement. Promoting a culture of accountability, ownership, and customer excellence. Key Skills & Experience We’re looking for someone who can lead with empathy, inspire confidence, and drive performance in a data-led, customer-centric team. You’ll need to bring: Strong people management skills – including one-to-ones, coaching, and performance conversations. Experience interpreting team and individual performance data to inform action. Confidence in providing clear direction and holding team members accountable. Excellent communication and influencing skills – especially when it comes to motivating others. The ability to remain calm under pressure, with a solution-focused mindset. Excellent Stakeholder Management skills Time Management Ideally, existing experience in a Team Leader or coaching role, or progressing well through the Learning to Lead programme. ✅ How to Apply To be considered, you’ll need to: Discuss the opportunity with your line manager and how your skills meet the role requirements Meet the internal criteria for progression Have an up to date CV to upload Submit your expression of interest by 31st July 2025 Interview Process Interviews will commence week beginning 4th August 2024 The interview process will be: Competency-based interview focusing on leadership experience, problem-solving, and people management. Short presentation (topic to be shared in advance) If you’re passionate about developing people, driving results, and being part of a function that protects our customer base and revenue – this could be the next step for you.