Customer Retention Team Leader

6 months ago


Newcastle upon Tyne, United Kingdom Verisure Services (UK) Limited Full time

CUSTOMER RETENTION TEAM LEADER

**Quorum Business Park, Newcastle, NE12 8BU**

**Full-time**

**Working Hours**:37.5 hours a week (9:00am to 17:30pm or 9:30am to 18:00pm) between Monday to Friday.

**Salary**: Basic £28,000 pa + bonus OTE £46k

**Holidays**: 21 days holidays (increasing to 23 days after 1 years’ service) plus bank holidays

**Key duties and responsibilities**
- Leading and mentoring a team of talented Customer Retention Advisors.
- Managing staff on a day-to-day basis with responsibility of undertaking supervisions and appraisals.
- Delivering a best in class service, understanding our customers’ concerns and finding creative solutions to keep them onboard.
- Supporting & monitoring the teams, ensuring the targets are achieved.
- Brand new subsidised canteen
- Floor walking to support the team and ensure they are working efficiently and effectively
- Playing a part in recruitment, induction and development of staff.
- Getting full knowledge on processes and products in order to be able to guide the team.
- Liaising with other operational areas to ensure the customer’s needs are fulfilled.

**Requirements and skills required**
- Experience of leading a team (min 2 years)
- Experience in staff performance management (min 2 years)
- Strong Customer Service and Sales experience
- Target driven able to deliver SLAs and KPIs
- Very good communication and interpersonal skills
- Customer oriented, genuinely passionate about speaking to customers
- Advanced excel for reporting suite
- Passionate, ambitious and willing to accept new challenges

**Verisure Career Opportunities**

A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills.

**Benefits Package**

We're dedicated to supporting our staff with fantastic benefits as part of your Verisure package. Your benefits will include:

- Increasing Annual Leave Entitlement
- Birthdays Off
- Discounted Gym & Health Club Membership
- Complementary Nespresso Hot Drinks
- Contributory Pension
- Company Socials
- Bupa Private Healthcare
- Medicash Cash Plan
- Perkbox (freebies, discounts and more)
- Enhanced Maternity & Paternity Schemes
- Long Service Awards
- Employee Referral Cash Reward
- Employee Alarm Discount - Cycle to Work Scheme
- Preferential rates at Kids 1st nursery.

**About Us**

Verisure is Europe's fastest-growing monitored security company and continues to strengthen its presence internationally. More than 5 million families and businesses rely on our innovative technology to protect what matters most to them. We hold the number 1 position in all 10 of our top 10 markets, supported by 20,000+ passionate colleagues. We are people protecting people and we are building an engaged and high performance Company to become #1. Our rapid expansion and ongoing success is expected to continue. As a result, Verisure is creating a new, exciting, rewarding, and impactful positions to support its ambitious growth plan.

**Diversity & Inclusion**

Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.

Be you. Be more. Be Verisure.

Verisure is located on the same business park as Concentrix, Sitel, Tesco Bank, Greggs, Balford Beatty and many more.

**ALL APPLICANTS MUST COMPLETE A DBS CHECK- PROVIDED BY THE COMPANY IF SUCCESSFUL.


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