Retention Team Leader

6 months ago


Norwich, United Kingdom Epos Now Full time

**Location**:Norwich

**Role title**: Retention Team Leader

**Salary**: £30,000 - £35,000 DOE | Commission plus bonus

**Hours**:Monday - Friday | 9am - 6pm | occasional weekends

**About the Company.**

Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.

With an inclusive culture, we aim to support every employee with a personalised progression plan to identify a clear and achievable career path for success.

**About the role.**

The service department helps customers across two critical areas; set up and training during their first 30 days, and post-setup care and support. As an enthusiastic Retention Team Leader, you will be responsible for leading and motivating the Customer Success Team. You will coach the consultants to handle customer queries effectively and deliver an outstanding experience to customers. You will need to be highly organised, a great team player, and driven to provide and develop exceptional customer service.

**Responsibilities.**
- Lead, motivate, coach and develop the Customer Success Team to deliver industry-leading customer service
- Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
- Coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
- Effectively recruit and onboard new team members
- Ensure excellent customer service across your team with effective call monitoring and coaching.
- Manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation
- Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Customer Engagement Team
- Manage customer satisfaction through surveys and back-office satisfaction
- Ensure the team accurately input and process data on the company’s CRM system
- Effective risk management and ensure effective cover of management
- Escalate relevant technical issues using data to confirm the scale of the issue

**Benefits.**
- Career progression and increased basic salary achievable by reaching revenue and customer satisfaction targets.
- Earn uncapped commission through our inbound sales approach.
- 20 days annual leave, plus bank holidays
- Employee Assistance Programme, which gives you access to:Exclusive retail, restaurants, travel and accommodation discounts.
- 24/7 access to a mental health and wellbeing online centre
- Legal support, financial resources and e-learning.
- Private dental and health scheme.
- Company bonus scheme (bi-annual, based on company performance).
- Company equity scheme (available after 1 year service).
- Company celebratory events (summer and winter).
- Company pension scheme.

**Hiring process.**

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- On-site parking
- Private dental insurance
- Private medical insurance
- Profit sharing
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

Ability to commute/relocate:

- Norwich: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Experience in Customer Retention

**Experience**:

- Call Centre Management: 1 year (required)
- Customer Service: 3 years (required)
- Complaint handling: 2 years (required)

Work Location: In person

Reference ID: CSTL



  • Norwich, United Kingdom Pivotal Full time

    Pivotal is a renowned digital marketing agency specialising in providing innovative and effective marketing solutions for businesses worldwide. We focus on driving results and exceeding client expectations, and we are committed to delivering exceptional strategies and outstanding service. Our team of dedicated professionals is passionate about staying ahead...

  • Telecare Team Leader

    4 weeks ago


    Norwich, Norfolk, United Kingdom Hays Business Support Full time

    About the Role:Careline365 is a leading national personal alarm provider dedicated to delivering innovative solutions that empower the ageing population and vulnerable individuals to live better and safer lives. As a Telecare Team Leader, you will play a pivotal role in supporting our members to maintain their independence while ensuring our 24/7 emergency...


  • Norwich, United Kingdom Norfolk and Norwich University Hospitals NHS Foundation Trust Full time

    Are you looking for an excellent opportunity to develop your skills and make a difference to perioperative patient care? We are seeking committed and enthusiastic practitioners within the Plastic, Pain, ENT and Maxillofacial theatre team. You will be motivated, a great team player and be confident in your abilities to manage and lead a cohesive team....

  • Team Leader

    1 week ago


    Norwich, United Kingdom Ardonagh Advisory Full time

    Team Leader - Norwich - ARD1056023 #AIB #LI-RM1 Team Leader - Norwich We’re on the hunt for a talented Insurance Team Leader who uses their knowledge and experience of the Insurance Industry to lead a team and build strong, trusted, and profitable client and customer relationships. As a Team Leader you will be responsible for the day-to-day...

  • Team Leader

    6 months ago


    Norwich, United Kingdom Scott Pallets Full time

    Job Advert **Job Title**: Team Leader **Salary**: £12.50 per hour **Hours**: 14:00 - 22:00 (Monday to Friday) **Your role**: A fantastic opportunity has arisen for a Team Leader to join our onsite sort and repair team at the Smurfit Kappa Norwich site. Reporting to the Regional Director, this role will be responsible for leading a team of operators to...

  • Team Leader

    5 months ago


    Norwich, United Kingdom The Ardonagh Group Full time

    **Team Leader - Norwich - ARD999522** Do you have experience within a **contact centre environment**? Are you looking for the opportunity to take your next step on the career ladder with us? We’re looking for a talented **Team Leader** to join us in our Norwich office. You will use your knowledge and experience to have direct responsibility for a team of...


  • Norwich, United Kingdom Epos Now Full time

    **About the package.** **Salary**:£23,795 + monthly commission. Scaling salary scheme to increase your pay every three months you hit target! **About the company.** We are a market-leading fintech company that supports over 30,000 businesses across 71 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce...

  • Team Leader

    5 months ago


    Norwich, United Kingdom Card Factory Full time

    Job Introduction **Location: Norwich Haymarket** **Contracted Hours Available: 12** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team...

  • Team Leader

    6 months ago


    Norwich, United Kingdom Card Factory Full time

    Job Introduction **Location: 5 SOVEREIGN WAY ANGLIA SQUARE NORWICH NR3 1DZ** **Contracted Hours Available: 8** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and...

  • Team Leader

    3 months ago


    Norwich, United Kingdom WHSmith Full time

    You have already applied for this job. Application limit reached. {{LimitExceededMessage}} Job share URL Featured Job Allows Referral Featured Job Allows Referral Team Leader | WHSMith Careers

  • Team Leader

    4 weeks ago


    Norwich, United Kingdom Iceland Full time

    Description The Food Warehouse is Iceland’s latest concept store. Now inside our 5th successful year, we are continuing to open our new, larger format Food Warehouse stores at pace up and down the country.  We believe that this success will come through our people and where best to start but right at the heart of the operation as a Team Leader. In...

  • Team Leader

    6 months ago


    Norwich, United Kingdom Card Factory Full time

    Job Introduction Location: 5 SOVEREIGN WAY ANGLIA SQUARE NORWICH NR3 1DZ Contracted Hours Available: 8 Role Responsibility We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer...

  • Warehouse Team Leader

    5 months ago


    Norwich, United Kingdom Thurlow Nunn Full time

    Job Advert Are you an experienced and motivated individual with a passion for leading teams and optimising warehouse operations? Thurlow Nunn Distrigo, a prominent parts distribution business, is actively seeking a Warehouse Team Leader to join our dynamic team. **Position: Warehouse Team Leader** **Location: Norwich** **Salary: £26,000 - £28,000 per...

  • Team Leader

    5 months ago


    Norwich, United Kingdom SSP Full time

    **About the Role**: **Team Leader at Starbucks - Norwich Station** **Pay rate £11 per hour.** You may be wondering who are SSP? Well, we’re one of the best kept secrets in Hospitality and Retail. You may not know us by name, but you will know us from our brands. We are the leading operator of restaurants, bars, cafes, food courts and retail stores in...

  • Team Leader

    5 months ago


    Norwich, United Kingdom Hungry Horse Full time

    Company Description As Team Leader, you’ll lead by example making sure the team have everything they need so the shift runs like clockwork! You’ll make sure the team maintain high standards and that our customers are kept happy. Join us at Hungry Horse, where the drinks are always flowing and the plates are piled high, our pubs bring families and...


  • Norwich, United Kingdom Epos Now Full time

    **About Us**: **About the role**: - Take ownership of personal cancellation queue, - Effective management of all cancelled customers and outbound activity - Maintaining a high volume of outbound activity to build relationships with the customer base and understand our customers needs. - Develop meaningful customer relationships to support business growth -...

  • Team Leader

    4 months ago


    Norwich, United Kingdom Costa Coffee Full time

    Team Leader Costa Norwich NEXT Longwater RP, Longwater Retail Park, Norwich, Norfolk, United Kingdom Req #72124 17 July 2024 Team Leader (Barista Maestro)- Next Norwich - 20 hours per week - Permanent Here at Costa Coffee, we want to inspire the world to love great coffee. We’re all about embracing passion, energy, and teamwork to serve...

  • Team Leader

    6 months ago


    Norwich, United Kingdom Greene King Full time

    Company Description As Team Leader, you’ll lead by example making sure the team have everything they need so the shift runs like clockwork! You’ll make sure the team maintain high standards and that our customers are kept happy.  Join us at Hungry Horse, where the drinks are always flowing and the plates are piled high, our pubs bring families and...

  • Team Leader

    5 months ago


    Norwich, United Kingdom WHSmith Full time

    **Sales Assistant - WHSmith - Norwich Railway** Contract Type: Permanent Working hours: 16 hour contract. As a Team Leader in our Norwich Railway store, you’ll lead and inspire your team to provide exceptional customer service, meet business objectives and create a working environment that helps our colleagues to develop and achieve. We want you, our...


  • Norwich, Norfolk, United Kingdom Healthcare Homes Full time

    **Job Title:** Housekeeping Team Leader Salary and Working Hours:We are seeking a highly motivated and experienced Housekeeping Team Leader to join our team at Olive House in Newton Flotman. The successful candidate will be responsible for ensuring the cleanliness and overall appearance of our home, both in communal areas and individual rooms.The role...