Customer Retention Team Leader

3 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.
- 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**

We are Verisure, the **leading provider of monitored security services** that gives peace of mind and protection to residential and small business customers across Europe and Latin America.

At Verisure customers are our priority: we protect what really matters most to them 24 hours day / 365 days a year by safeguarding their security, their homes, families and small businesses.

Our values and behaviours are meaningful and resonate in each of us, in everything we do, and this is the reason why we have been** awarded “Contact Centre of the year 2019” (UKCCF)**

We are the** fastest-growing security company in Europe and Latin America**, holding the **#1 position in all 10 of our top 10 markets, **supported by** 20,000+ passionate colleagues**. The UK is one of our fastest-growing markets — it’s a great time to join our UK team

**Ready to join our team**

Be you. Be more. Be Verisure.

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