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Client:
Culligan UK limited
Location:
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
067877d50afc
Job Views:
4
Posted:
13.02.2025
Expiry Date:
30.03.2025
Job Description:
As the leader of our fantastic team of Customer Retention Executives, you'll play a crucial role in helping Culligan UK achieve its customer retention goals. You’ll collaborate closely with the Customer Retention Manager and our wider Customer Experience department to make this happen!
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.
Requirements
Qualifications, skills and knowledge:
* Proven leadership skills with the ability to inspire and develop a high-performing team.
* A passion for coaching and motivating others to reach their full potential.
* A continuous improvement mindset, encouraging problem-solving and sharing best practices.
* Retention or sales experience – ideally B2B - in a high volume, high pressure environment.
* A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business.
* Demonstrated ability to influence and construct business strategy and improvements.
* Demonstrated ability to reduce and manage customer demand.
* Strong knowledge and demonstrated skills in utilising a CRM effectively.
Benefits:
* 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
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