About this role
Leading a team of Customer Retention Executives you will support Culligan UK’s customer retention mission minimising churn, working in partnership with the Customer Retention Manager and the wider Customer Experience department.
Requirements
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Support team members in achieving performance metrics and measures, including individual save rates, quality assurance measures, productivity and behavioural targets.
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Inspire and motivate your team to reach their full potential through ongoing coaching and feedback.
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Lead by example, setting the standard for behaviour and performance.
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Use data to understand team and individual performance, taking immediate action where needed.
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Drive a culture of continuous improvement by solving problems and sharing best practices.
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Work collaboratively with other departments to deliver a “right first time” outcome for customers.
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Ensure compliance with internal policies, procedures, and guidelines to deliver accurate customer outcomes.
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Act as an escalation point for difficult/high value customers
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Prioritise resources to effectively manage capacity
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Manage costs in line with business targets and look for opportunities to reduce waste.
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Support personal and team growth by overseeing development and promoting progression opportunities.
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Recognise and reward team successes to guide a positive and engaged culture.
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Recruit and retain talent, supporting succession planning and development.
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Essential
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Proven leadership skills with the ability to inspire and develop a high-performing team
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A passion for coaching and motivating others to reach their full potential
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A continuous improvement mindset, encouraging problem-solving and sharing best practices
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Retention or sales experience – ideally B2B - in a high volume, high pressure environment
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A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business
Benefits
- 23 Days Holiday + Bank Holidays
- Company Pension Scheme
- Company Sick pay (after qualifying period)
- Cycle to Work Scheme Available
- Employee Reward & Discount Platform
- 24/7 access to Employee Assistance Program through Health Assured
- Access to on-going learning and development via our online learning platforms
- Onsite parking available
- Life Assurance Scheme