Culligan UK Limited is seeking a dynamic Customer Retention Team Leader to join our vibrant team.
In this role, you will lead a dedicated group of Customer Retention Executives, fostering a performance-driven culture that focuses on retaining our valued customers and supporting the delivery of our customer retention performance targets.
You will work in partnership with the Customer Retention Manager and the wider Customer Experience department.
Your primary responsibility will be to implement strategies that enhance customer loyalty and satisfaction while meeting retention goals.
Key Responsibilities:
* Support team members in achieving performance metrics and measures, including individual save rates, quality assurance measures, productivity and behavioural targets.
* Inspire and motivate your team to reach their full potential through ongoing coaching and feedback.
* Lead by example, setting the standard for behaviour and performance.
* Use data to understand team and individual performance, taking immediate action where needed.
* Drive a culture of continuous improvement by solving problems and sharing best practices.
* Work collaboratively with other departments to deliver a “right first time” outcome for customers.
* Ensure compliance with internal policies, procedures, and guidelines to deliver accurate customer outcomes.
* Manage costs in line with business targets, and look for opportunities to reduce waste.
* Support personal and team growth by overseeing development and promoting progression opportunities.
* Recognise and reward team successes to guide a positive and engaged culture.
* Recruit and retain talent, supporting succession planning and development.
Strong leadership and motivational skills with a proven ability to drive team performance.
* Experience in customer retention or sales, preferably in a high-volume environment.
* Ability to analyse data and translate insights into actionable strategies.
* Exceptional communication and interpersonal skills to engage and inspire team members.
* A customer-centric attitude focused on achieving the best outcomes for customers and the business.
* 23 days' holiday + Bank Holidays
* Company Pension scheme
* Company Sick Pay (after qualifying period)
* Cycle to Work scheme available
* Employee rewards and discounts
* Option to join Health Care Cash Plan
* 24/7 365-day access to Employee Assistance Programme through Health Assured
* Access to on-going learning and development with our online learning platform
* Free onsite parking
* Life Assurance
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