Job Description: - Team leader
Do you have a passion for leading a team? Do you enjoy working with motivated and engaged individuals? If so this maybe the role for you.
As a Team Leader you will be responsible for leading a growing motivated and engaged team of Renewal & Retention agents and you will achieve this through having a passion for people development, delivering weekly 121s, training, on the job coaching, continual performance feedback and quality monitoring. You will be key in improving experience for customers and retaining business to improve our overall churn rate.
You will act as a second point of escalation for our diverse customer base, keeping customers at the heart of our decisions by keeping them engaged and delivering behaviors in line with our values.
What you will bring:
- First of all, you will have at least 2 year’s experience of working at a similar level of management within a contact centre environment.
- You have a pragmatic approach, with people at the hear of everything you do,
- You are a strong people manager and are able to create a fun culture where people feel involved and engaged.
- You have excellent time management skills and enjoy working in a fast pace environment
- You possess excellent organisational, communication and problem solving skills.
- Excellent listening skills and be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer's needs
- You have previously worked in a target based environment with these protecting the business portfolio
- Ideally you have experience in Waste Management industry or Retention Team management role.
What you will be doing:
- Lead, manage and develop teams to achieve productivity and performance targets based around protecting the portfolio.
- Meet, exceed and set targets to ensure Renewals and churn targets achieved
- Regular 1-2-1's with individuals to identify areas of improvement, development and success
- Build a team of highly skilled account retentions agents who maximise opportunities to grow the portfolio
- Recognise performance and celebrate success sharing best practice within the team
- Ensure process and business requirements are adhered to such as GDPR and DPA.
- Role model for companies values internally and externally
- To be involved in the recruitment of new team members when required, including interviewing and selection
- To collaborate and provide suggestions on any process and efficiency focused projects
Join us as a Renewal & Retentions Team leader and enjoy some outstanding benefits
Of course, there’s a great basic salary, but that’s just the beginning, our most popular benefits include
Annual Leave –Start with 25 days, increasing to 30 days with service, Of course, you’ll have public holidays too.
Pension – Employer contributions of 3%.
Financial Benefits Wellbeing & Lifestyle Services – Group Income Protection for long term sick protection, Personal health care plan and Employee assistance programme 24hrs access to GP.
Community & Culture – We foster a welcoming community that celebrates cultural events and holidays, making everyone feel part of our work family ensuring you will love what you do. As well as Offices on the UK’s most Instagrammed street right in the heart of Newcastle city centre