About the Role
We are looking for an experienced and driven Retention Manager to oversee and lead our internal Retention Team, ensuring exceptional service delivery to our occupants, agents, and landlords. This role will focus on the development of the Retention team, acting as an escalation point, and ensuring KPIs are consistently exceeded. As a leader, you will be instrumental in creating a culture of continuous improvement, reviewing processes regularly, and managing ad hoc projects to drive operational efficiency.
Key Responsibilities:
1. Manage and lead the Retention team of 4 advisors, focusing on team development and individual performance.
2. Serve as the escalation point for complex issues, addressing concerns promptly and effectively.
3. Monitor and ensure the team consistently exceeds KPIs related to retention and service delivery.
4. Foster a positive culture of continuous improvement, motivating the team to achieve excellence.
5. Conduct regular reviews of processes, identifying opportunities for improvement.
6. Lead ad hoc projects aimed at enhancing service delivery, operational efficiency, or client satisfaction.
7. Report on trends and concerns within the team to senior leadership, providing insights and actionable recommendations.
8. Collaborate with stakeholders across the business to ensure alignment with strategic goals and best practices.
9. Maintain high levels of service quality and scheme compliance within tight timeframes.
Role Criteria
10. Property management experience
11. Proven experience in a customer service, management role.
12. Strong leadership skills with the ability to inspire and develop a team.
13. Experience in managing KPIs and ensuring teams consistently exceed performance targets.
14. Excellent communication and problem-solving skills.
15. Ability to work both on long-term strategic goals and short-term operational turnarounds.
16. Demonstrable experience in managing complex escalations and driving improvements.
17. Strong commercial acumen and a focus on compliance and service quality.
18. Experience in reviewing processes and implementing improvements is highly desirable.
Benefits we can offer you
19. 25 days annual leave plus bank holidays
20. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
21. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
22. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
23. Family friendly policies
Candidates should be aware that all our roles are subject to relevant DBS/Security checks before employment. You will need to provide ID, references, proof of address, and evidence of UK residency for the past 5 years.