Payments & Retentions Team Leader

2 weeks ago

Gateshead, United Kingdom Hadrians Recruitment Full time

**Role: Payments & Retentions Team Leader**

**Location: Office based at Gateshead HQ**

**Duration: Permanent role**

**Salary: Base depending upon experience**

**Hours: 37.5 hours per week**

Operating hours are 7 days a week, this will be on a rota basis (Monday-Thursday 8am-6pm, Friday & Saturday 8am-12:30pm Sunday 10am-4pm)

**Role overview**:
We’re proud to be supporting a phenomenally successful Northeast HQ’d on-line fitness and nutrition company with over 70,000 members (and growing rapidly).

As Payments & Retentions Supervisor at Team RH, you will be responsible for delivering exceptional customer experience to our members. We are looking for the right individual to work closely with the Customer Experience Supervisor to deliver key business objectives across the sales team, reporting to the Head of Customer Experience.

**Responsibilities**
- Lead, motivate, and coach a team of Customer Success Advisors, fostering a positive and productive work environment.
- Manage team performance; setting targets, providing regular feedback, and handling performance issues.
- Champion our customer-centric culture by ensuring all team members embody our company values and service standards.
- Monitor and analyse customer feedback
- Develop and implement strategies to enhance customer satisfaction and retention.
- Mentor and train team members on best practices for resolving enquiries and complaints effectively.
- Escalate complex customer issues to the appropriate teams while keeping the customer informed throughout the process.
- Adhere to all company policies and procedures, ensuring a safe and compliant working environment for the team.
- Contribute to the development & implementation of new customer service initiatives.

**About you**:

- You will be a strong communicator with exceptional leadership and people skills
- You will have a proven track record in leading &motivating teams, to achieve and exceed targets
- Bubbly/outgoing personality with the ability to connect easily with customers
- Extensive experience in payments & retention
- Strong understanding of retention methodologies and performance management, analysing daily, weekly, and monthly performance.
- Passionate about payments & retentions

**Skills and Experience**
- 2 years + experience in a customer service leadership role, within Payments & Retentions.
- Proven track record of successfully leading and motivating a team.
- Conflict resolution skills
- Excellent communication and interpersonal skills
- Strong problem-solving
- Ability to work effectively under pressure and manage multiple priorities.
- Extensive knowledge of customer service best practices, payments & retentions.
- Passion for exceeding customer expectations.
- Proficiency in Microsoft Office Suite.
- Excellent internal and external communication (both verbal and written, including spelling, grammar, and punctuation).
- Confidence in communicating with customers via text message, voice notes, and occasionally phone calls.
- Experience working towards KPIs and sales targets.
- Experience managing social media business accounts (e.g., WhatsApp Business, Facebook, TikTok, Instagram)
- Tech-savvy with experience using Zendesk or similar
- Knowledge of our approach to fat-loss and the Team RH app

**Benefits**
- **Free on-site gym**:

- Free Team RH Life Plan
- Free on-site bar (Alcoholic/Non-alcoholic)
- 25 days holiday plus bank holidays & length of service accrual
- Generous discounts on Team RH Merch
- Free annual socials
- Employee assistance program
- Enhanced sick pay.
- Enhanced maternity, paternity, & adoption pay
- Pet Friendly, newly designed office

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

Pay: From £26,000.00 per year

**Benefits**:

- On-site gym

**Experience**:

- Customer service leadership: 2 years (required)
- Payments & Retentions: 2 years (required)

Work Location: In person

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