Retention Team Leader
Do you bring out the best in people? Are you skilled in leading your team to success?
We have an exciting opportunity for an experienced Customer Service Team Leader to join our Membership Retention department. You’ll lead a team of Retention Advisors and coach and develop the team to deliver the high level of service Checkatrade are renowned for. Using your skills to inspire, coach and motivate, you’ll keep your team energised and enthused. You'll focus them on actions that increase retention and reduce membership churn, ultimately supporting our business goal to quadruple in size over the coming years. As a fast growing business with exciting growth plans, this is a fantastic opportunity to build a career in a business going places. Sound good? Get in touch!
Location: Portsmouth. Hybrid working applies with minimum of 2 days in the office and 3 at home.
Where do you fit in?
You’ll report to the Retention Operations Manager and lead of a team of approximately 12 Membership Success Managers. You’ll support the team in membership retention, handling inbound and outbound calls and other retention communications. You’ll ensure your team are best equipped to objection handle, educate our trades to maximise their investment and be passionate about delivering member engagement and optimisation. You'll foster a team culture with a quality customer experience ethos including inspiring, coaching and developing them to strive for continuous improvements. You’ll have a good standard of data literacy, with the ability to analyse data, provide insights and commentary on performance against targets.
We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.
What’s in it for you?
- A rewarding, interesting and fast paced role in an awesome business on a road from good to great.
- An excellent salary and benefits package, including quarterly bonus potential, Reward Gateway and much more.
- We work 35 hours per week, Monday - Friday 9am - 5pm
What do you need to succeed?
- Proven leadership experience with the ability to lead, influence and engage your team.
- You’ll be passionate about both customer experience and consumer protection, excited about supporting business change and identifying areas for improvements and efficiency.
- You’ll have brilliant people skills, be decisive, approachable, and a role model to your team, whilst pushing hard to achieve targets and timelines.
- Analytical and data literate with the ability to interpret and report on data to drive actions.