Customer Retentions Team Leader

Our Client is an expanding organisation who are seeking a dynamic Customer Retentions Team Leader.

The team’s focus will be on ongoing relationship management and retention, as well as identifying any issues/ trends which may affect long term customer booking trends and satisfaction and resolving these issues in a commercially sensible way before they become major issues and incidents.

The ultimate goal of the team is to drive high retention levels and high satisfaction levels with their clients. The Team Leader will be leading on this, as well as managing the day to day staffing aspects such as performance management, shift rotas and recruitment/ retention.

Our client is seeking a very strong account manager who can build strong relationships.

Purpose of the role-

• The purpose of the retentions team is to ensure the company develop and maintain strong relationships with their clients. This will enable them to maintain high retention rates whilst controlling and improving the quality within their portfolio.
• The Team Leader is responsible for managing the workload of the team, motivating them to achieve their targets and planning staff rotas to ensure all shifts are covered.

 Essential Experience-

• Previous sales or account management experience
• Outstanding communication skills – both written and verbal
• Experience of managing and mentoring a team
• Strong analytical and problem solving skills
• Excellent negotiation skills with a commercial mind-set
• Able to build, manage and maintain strong relationships
• IT literate and able to learn new skills

Desirable Experience-

• Conflict resolution experience/ training

 

Core Accountabilities-

The Retentions Team Leader will be a constant role model for the company values, and ensure they become a way of working for the whole team giving every customer (internal and external) a ‘World Class Customer Experience’. Their role includes identifying, sharing and spreading best practise throughout the business, and demonstrating excellent teamwork.

They will ensure that all decisions are based on the achievement of the Company Strategic Pillars.

The Team Leader will be accountable for ensuring the Retentions team delivery in the following areas:

                

Retention and Satisfaction

Responsibility for overall Retention rates post the three month go live period.

Develop ongoing Relationship Management with clients to proactively resolve poor performance triggers before it becomes an issue

Define and execute a toolkit which can be utilised to help improve performance.

Engagement with clients in line with SLAs and resolve outstanding conflict scenarios

 Team Leadership and Management

Ensuring day to day tasks are completed within the team

Planning working shifts to ensure adequate staff cover at all times

Motivating and developing the team to ensure targets are met

Identifying and sharing best practice across the business

Communicating effectively with key stakeholders, such as suppliers, HODs and Directors.

Demonstrating a high level of confidence and ability in managing and resolving conflict

Personal Management

Effectively manage own time, resources and journey plans to achieve maximum efficiency and productivity

Role models values, philosophy and business goals and objectives

Constantly seeks out opportunities for self-development

Remains coachable at all times

Any other duties as are within the scope, spirit and purpose of the job as requested by your line manager.

Attend departmental meetings and represent the department at internal and external meetings.

Recommend changes to systems and procedures to improve the efficiency of the site operations. Continually review operational practices to ensure best practice is delivered at all times.

Excellent written and interpersonal skills and the ability to challenge constructively

Effective team leading and networking skills

Results focused with commercial approach, understanding what is important to the business, the owners and to the customer

Able to plan, prioritise and organise own workload and that of the team

Confident and inspirational leader

Excellent motivational, coaching & interpersonal skills

Flexible and adaptable to change

Strong negotiation and problem solving skills.