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
Desirable:
* 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
* Free onsite parking
* Life Assurance
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries
IT Services and IT Consulting
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