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Retentions Team Leader

Retentions Team Leader

Posted 6 April by Brookson Limited Easy Apply Featured Ended

Job Purpose

The Retentions Team Leader is responsible for leading, coaching and developing a team to ensure that the service provided is focused on retaining customers and handling difficult situations to result in the best possible outcome. In this role you will ensure that the team take a pro-active approach to customer retention, complaints and that customer payments are managed effectively.

Person Specification

• Manage the delivery of KPIs and targets within the team
• Manage both the live and scheduled retention calls
• Understand the reasons for leaving and actively put improvements in place to develop our processes
• Understand the reasons for retention and promote improvements in the service to support customers
• Take responsibility for the effective and pro-active approach to customer complaints so that resolutions are in line with our premium service provision
• Deal with any customer escalations and understand reasons for complaints
• Manage the credit control function for stopped payers and non-direct debit customers
• Actively chase for debt arrears on customer accounts; managing the suspension and resignation process where appropriate
• Co-ordinate the team in all aspects of the role to ensure that the service provided by the advisors adheres to standards for quality and timeliness.
• Understand the current and future capabilities of the team
• Regularly meet with Team Members via team meetings to ensure that staff are focused on delivering business objectives
• Manage and track punctuality and absenteeism
• Carry out regular 121’s and annual Performance Reviews for all team members

Skills, Experience and Qualification Requirements

• 2 years Management Experience
• Experience of coaching and developing people
• Previous experience of managing a team within a contact centre environment
• Experience of Customer Services and or Customer Retention and Complaints
• A strong motivator of people who is also self-motivated
• An ability to understand retention metrics and "at risk" customers
• Experience of working compliantly unsupervised
• Proven experience of building internal relationships and utilising influencing techniques

Required skills

  • Credit Control
  • Customer Retention
  • Management
  • Team Leader
  • Retentions

Reference: 34845574

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