Retention Team Leader

4 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

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