Back to search
- Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability and continuous learning.
- Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth. Identify and nurture high-potential employees, providing them with stretch and progression opportunities.
- Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability. Facilitate regular team meetings and workshops to solve problems, share best practices, and foster a continuous improvement mindset.
- Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team. Show empathy, integrity and professionalism in all interactions.
- Set and monitor individual and team performance metrics aligned with organisational objectives. Utilise data-driven insights to evaluate performance, provide constructive feedback, and implement improvement plans where necessary.
- Experience in leading, coaching and mentoring diverse teams.
- Proven experience in developing and executing customer service strategies that align with business objectives.
- Proficiency in using customer service tools and technologies, such as CRM systems.
- A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position. Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs).Or
- A minimum of 5 years’ experience working in retention, customer success or related roles, with at least 2 - 3 years’ experience in a management position
- Proven track record of developing and executing successful retention strategies
- Basic Salary up to £50,000
- Hybrid working (3 days in the office)
- Excellent Pension up to Personal contribution of 5%, company contribution of 12%
- Bonus
- Healthcare, dental, cycle to work scheme and many more !
