Base Pay Range
Location: Aylesbury, HP19 8DB
Type: Permanent Role
Hours: 37.5 hours per week, Monday to Friday
Salary: Up to £32,000 & Competitive Bonus Scheme
A Quick Look at the Role
Central Retention Team Manager at Biffa’s Aylesbury office, leading a team of Retention Executives to drive client relationships, growth and performance. The role requires strong leadership, industry knowledge and a passion for delivering exceptional customer service.
Responsibilities
* Lead, develop, and motivate a team of TeleSales Executives to deliver efficient and effective customer service, meeting targets in sales revenue, conversion, quality, productivity, and employee metrics.
* Conduct regular team meetings, review performance reports and implement actions to address variances, ensuring regular feedback is distributed.
* Provide coaching, quality assessments and performance improvement plans to help team members meet objectives.
* Plan and manage resource levels in alignment with e‑commerce and campaign activities; maintain accurate attendance and timekeeping records.
* Ensure team adherence to company processes and procedures, flagging compliance concerns.
* Support recruitment, induction and ongoing training efforts.
* Develop positive relationships with key stakeholders, including Regional Teams, Customer Services and Process Improvement/Quality Teams.
Requirements
* Leadership experience.
* Strong people skills with excellent coaching ability.
* Track record of delivering targets and working towards KPIs.
* Proficiency in Microsoft Office packages (Word, Excel, Outlook, Teams).
* Strong commercial awareness; ability to translate complex information into actionable strategies.
* Knowledge of people‑management processes.
Benefits
* Competitive salary £30,000‑£32,000 basic with competitive bonus.
* Ongoing career development, training and coaching.
* Generous pension scheme.
* Retail and leisure discounts.
* Holiday and travel discounts.
* Bike‑to‑work scheme.
Dedicated to Diversity
At Biffa we believe different ideas, perspectives and backgrounds are key to a creative working environment that delivers real results. We champion diversity and equality at every turn.
Join us and be a part of a dynamic team where your leadership can make a significant impact. Apply now to take the next step in your career!
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