Retentions Manager

Job Description

Retentions Manager

Lead a broadband contact centre retentions team, coaching advisors to improve customer saves, renewals, call quality, performance and customer outcomes.

If you’ve also worked in the following roles, we’d also like to hear from you: Retentions Team Manager, Retention Manager, Customer Retention Manager, Contact Centre Manager, Call Centre Manager, Customer Service Manager, Sales Team Manager, Customer Loyalty Manager, Contact Centre Team Leader, Retentions Team Leader

SALARY: £32,000 per annum + £5,000 OTE + Benefits

LOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours per week, rota based (core working hours: Monday to Friday 8am–6pm, plus every other Saturday 10am–5pm)

JOB OVERVIEW

We have a fantastic new job opportunity for a Retentions Manager to lead a busy broadband contact centre team focused on customer retention, renewals and strong customer outcomes.

As the Retentions Manager you will coach, motivate and develop advisors, using performance data, call listening and feedback to improve confidence, quality and commercial results.

The Retentions Manager will bring structure, energy and accountability to a target-led environment, supporting cancellation, save, renewal, package change and home move conversations.

APPLY TODAY

Ready to make your next career move? Apply Now for our Recruitment Team to review.

DUTIES

Your duties as the Retentions Manager include:

• Team Performance: Lead Retention Advisors to deliver against save rate, renewal activity, answer rate, productivity, call quality and customer outcome measures

• Coaching and Feedback: Provide regular coaching to improve customer handling, objection handling, negotiation, ownership and advisor confidence

• Call Quality: Review calls to ensure customers are handled professionally and every reasonable retention opportunity is explored

• Retention Activity: Support advisors with cancellation, renewal, package change, home move, switching and save conversations

• Outbound Campaigns: Ensure outbound activity is completed effectively, including end-of-contract renewal calls, OTS requests and direct debit cancellation opportunities

• Commercial Awareness: Help advisors protect value, reduce churn and use offers, discounts and credits appropriately

• Escalation Support: Support more complex customer conversations, escalations and retention cases

• Systems and Collaboration: Ensure accurate notes, customer records and outcomes while working with Customer Service, Sales, Insight and Operations teams

CANDIDATE REQUIREMENTS

• People management experience in a broadband contact centre environment

• Good exposure to retention, cancellation, renewal, loyalty or customer save activity

• Experience managing performance through coaching, feedback and clear expectations

• Good understanding of broadband customer journeys, including service issues, billing queries, home moves, package changes and cancellations

• Ability to motivate, support and challenge advisors in a busy, target-led environment

• Good commercial awareness, with an understanding of reducing churn and retaining customers

• Confidence using performance data to understand team and individual performance

• Strong communication skills, with the ability to give clear, constructive feedback and handle escalations

• Practical, hands-on management style with good organisational skills and the ability to manage multiple priorities

• GCSEs in English and Maths

BENEFITS

• £32,000 per annum basic salary

• £5,000 OTE

• Smart casual dress code

• Free access to gym facilities

• Access to a financial wellbeing platform after successful completion of probation

• Brand new office with excellent transport links

• Supportive team culture

• Growth and career progression opportunities

• Performance-related earning opportunity

• Opportunity to play an important role in a growing Retention function

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P14915

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