Retentions Team Leader

7 months ago

Haydock, United Kingdom Handepay Full time

**Competitive basic salary plus uncapped commission. OTE £30K+**

**Haydock, Merseyside**
**Monday-Friday, between the hours of 8am-6pm (Core hours 9am-5.15pm).**

**What is the role?**

Due to our exciting growth plans, we are recruiting for a Retentions Team Leader to oversee our customer retentions & engagement activities.

The retentions team are pivotal in helping us achieve our ambitious growth plans and as part of the commercial operations team, act as a true "voice of customer" helping us to ensure that our thousands of customers are looked after and rewarded for their loyalty.

As part of the PayPoint group there are plenty of opportunities for future career development and you'll get plenty of support along the way.

**Key Responsibilities**:
Developed and performance management of team members, including training and coaching, including team meetings and One to ones
Create, foster and maintain a positive and enthusiastic team towards change and passionate about exceeding the performance and all other goals and objectives.
Ensure team members are offering outstanding service to customers, whilst achieving KPI's.
Work closely with our internal and partners management teams, to
highlight and resolve issues.
Ensure accurate records are kept by team members on all relevant systems.
Ensure relevant business procedures are followed.
Understand and adhere to industry standards, e.g. General Data Protection Regulations, Financial Conduct Authority (FCA) and the Financial Ombudsman Service.
Understand the objectives of the company and work towards them.
Understand the card market industry standards and internal compliance guidelines.
Suggest and implement improvements to working practices and procedures.
Carry out any other duties as may be required as directed by your line manager.

**Direct and co-ordinate effective processes across applicable Retention workstream. These may include, but not be limited to**:
Pricing support and approvals
Product retention (inbound and outbound)
Constantly identify and improve successful working practices across the Retention team.
Positively challenge commercial principles and policies using outcome-based analysis and commercial insight.
Understand the business targets to ensure the Retention working practices are actively supporting their achievement.
Ensure the seamless integration across all Retention workstreams of any new products or sales initiatives that may be introduced from time to time
Ensure the Retention teams have SMART objectives in place, work standards are implemented, and performance is actively managed. Just as importantly these tools should be used to ensure excellent performance is acknowledged and shared across the team to the benefit of all
Support, motivate and train the team on all aspects of Retention to ensure they are highly skilled across all applicable workstreams. This should also include ensuring the team has the ability to influence retailers to generate the best performance from their product.
Report on key metrics as agreed for all of the Retention workstreams
Build effective working relationships across the business.
Embed a culture of excellence
Any other duties as requested by Head of Customer Lifecycle for all of the workstreams

**About you**

Excellent communication skills.
Excellent leadership, motivational and coaching skills.
Excellent organisational and time management skills.
Clear focus on customer service, quality and accuracy.
Takes ownership of queries, problems and projects and manages to resolution.
Able to manage own workload and work unsupervised.

**Who are Handepay?**

Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable proposition that is unrivalled and when you combine this with our core values of transparency, honesty and integrity, it is clear to see why our Trust Pilot reviews are the best in the industry.

Rated 4.9/5 on Trustpilot and 4.6/5 on Glassdoor with 94% recommending Handepay as a great place to work.

Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.

**Job type**

Permanent, Monday to Friday. Our contracted working hours are 36.25 per week Monday to Friday between the hours of 8am-6pm (Core hours 9am-5.15pm).

We are focused on ensuring our team enjoy a good work-life balance, offering a range of benefits.

**Benefits**

30 days annual leave (inclusive of 8 UK bank holidays)
Flexible Working - open to remote working up to 2 days a week
Structured induction and on-going training and support
Company share incentive plan
Discounts through our employee benefits platform
Vouchers for eye test scheme
Offices conveniently located on the A580, close to M6 with free on-site parking
Appointment time scheme
Regular employee social events, lunches and fun activities
Free refreshments provided

You may have experience of the following: Retentions Team Leader, Customer Retentions Team Leader, Retention, Customer Service Team Leader, Team Leader, Customer Service Officer, Customer Service Executive, Customer Retention Advisor, Retentions Advisor, Retentions Officer, Customer Retention, Customer Relations Advisor, Customer Relations Executive, Customer Support, etc.

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