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Renewals and Retentions Team Leader

5 months ago

Newcastle upon Tyne, United Kingdom District4 Full time

**Renewals and Retentions Team Leader**

**Newcastle City Centre**

**£28k (OTE £35k)**

**Role Overview**

You will lead a growing team of Renewal & Retention agents through proactive leadership with a passion for people development.
Identifying reasons for customers thinking of leaving and establish benefits that will improve the experience and overall churn rate.

**What's on offer**:

- £28,000 Starting salary
- Offices on the UK's most Instagrammed street right in the heart of Newcastle city centre
- Benefits package, which is second to none covering health care, pensions, enhanced annual leave.
- Employee assistant programme 24hrs access to GP
- 25 days holiday leave +8 days bank holidays
- Group Income Protection for long term sick
- Personal health care plan
- Personalised career path
- A culture that ensures you will love what you do

**Responsibilities**:
Lead, manage and develop your team to achieve productivity and performance targets based around protecting the portfolio.
- Meet, exceed and set targets to ensure Renewals and churn targets achieved
- Regular 1-2-1's with individuals to identify areas of improvement, development and success
- Build a team of highly skilled account retentions agents who maximise opportunities to grow the portfolio
- Recognise performance and celebrate success sharing best practice within the team
- Ensure process and business requirements are adhered to such as GDPR and DPA.
- Role model for companies values internally and externally

**As well as**:

- To collaborate and provide suggestions on any process and efficiency focused projects
- To participate in customer service projects
- To be involved in the recruitment of new team members when required, including interviewing and selection

**Essential Requirements**:

- Excellent listening skills and be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer's needs
- Excellent communication skills
- Strong customer service background
- Telephony experience desirable
- Right individual will have an enquiring mind with good listening skills, letting your passion and personality shine through while
- Good people supervision skills and previous experience of leading people
- Effective Communication Skills.
- Ability to positively lead, motivate and develop employees to their full potential
- The ability to drive performance measures and exceed KPI targets

**Desirable Requirements**
- Prior experience in a similar role, with outstanding customer service skills
- Good planning and organisational skills
- Good people skills
- Computer literate, numerate with very good verbal and written interpersonal skills
- Experience working to call targets with a high-volume call environment.
- Experience within a Customer environment is desirable but not essential as full training, and development is provided
- Computer Skills

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

**Salary**: £28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

Ability to commute/relocate:

- Newcastle Upon Tyne: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have Renewals or Retentions experience within a call centre environment?

**Experience**:

- Call Centre Team Leading: 1 year (required)

Work Location: In person

Reference ID: TL