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Retention and Renewals Team Leader

5 months ago

Newcastle upon Tyne, United Kingdom Everything Managed Group Full time

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

**Activities**:

- Lead, manage and develop teams 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 Skills**:

- English & Maths Grade C/5 about above
- 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 Skills**:

- 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 withing a high-volume call environment.
- Experience within a Customer environment is desirable but not essential as full training, development is provided
- Computer Skills

**Whats 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