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Retention Team Leader

2 weeks ago

Aylesbury, United Kingdom Agria Pet Insurance Full time

**Agria Pet Insurance** has a fantastic opportunity for a **Retention Team Leader **to join our team working from our **Aylesbury office. **You will join us on a** full time, permanent basis**,** **and in return, you will receive a **competitive salary of £30,000 - £32,000 per annum plus commission.**

**Agria Pet Insurance** is one of the UK's leading specialist pet insurance providers. We only provide insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by the Kennel Club and many other significant affinity partners to provide lifetime pet insurance in their names.

**About the role**:
As our **Retention Team Leader**, you will be responsible for working with the Sales and Retention Manager to oversee the day-to-day running of the Specialist Team, ensuring consistent team effort and focus on achieving all KPIs, hitting and exceeding targets, and delivering a high level of customer service at all times; whilst maintaining a positive, motivational and supportive working environment.

**Responsibilities as our Retention Team Leader will include**:

- Responsible for own and team performance in terms of achieving targets and other KPIs.
- Address unsatisfactory performance, problem behaviour and attendance in line with the company policies and procedures.
- Conduct monthly 1-2-1’s, annual appraisals and handle disciplinary and grievance issues to facilitate and improve team performance.
- Lead by example - including (but not limited to) attitude, behaviour and performance, including sales.
- Maintain and demonstrate a positive outlook and professional image at all times.
- Motivate, coach and support sales agents in their role.
- Work closely with Contact Centre Managers to ensure a consistent message and united front in managing the team.
- Support potential new areas for growth, to deliver the API business plan, working closely with the Contact Centre Managers
- Overall responsibility for the Retention activity, inbound and outbound
- To co-ordinate team, policy and telephony MI

**Qualifications, Skills & Attributes of our Retention Team Leader**:

- Be available for the following work pattern: Monday to Friday 09:00 - 18:00 & Saturday's on rotation 09:00-13:00
- Strong sales skills and experience with proven track record
- Educated to GCSE level or equivalent
- Relevant and demonstrable experience, at a Team Leader level or an equivalent role, in a Contact Centre environment
- Experience in managing teams to maintain and exceed agreed performance targets.
- Proven ability in first line management and addressing unsatisfactory performance and behavioural issues
- Proven experience in undertaking performance reviews
- Previous Contact Centre leadership experience essential
- Knowledge of Disciplinary and Performance Management procedures
- Excellent organisational skills
- Be able to effectively communicate at all levels within the business and liaise with stakeholders to resolve issues

Don’t miss out on this fantastic opportunity to join the Agria team - please click **‘apply’ **now to become our **Retention Team Leader**:

- we'd like to hear from you