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- Maximise retention results.
- Deliver and exceed budget expectations.
- Provide leadership, management, and direction to all your team(s).
- Deliver a consistent, efficient, and multi-channel proposition through your team(s).
- Deliver sales through service focusing on fair customer outcomes.
- Provide strong leadership to a team of 10 direct reports.
- Motivate and inspire team members to achieve performance targets and KPIs.
- Conduct effective resource planning to ensure optimal coverage and efficiency.
- Analyse call volume patterns and allocate resources accordingly.
- Monitor and evaluate team performance, providing regular feedback.
- Conduct effective one-on-one sessions (1:1s) to address individual performance and development needs.
- Develop and implement strategies to enhance customer retention.
- Collaborate with the team to identify and address customer concerns, reducing churn.
- Resolve incidents promptly and Implement improvements based on incident analysis to enhance team performance.
- Co-ordinate/Facilitate ongoing training sessions to keep the team updated on product knowledge and industry trends.
- Identify opportunities for individual and team development, fostering a culture of continuous learning.
- Proven experience as a Team Leader in a customer retention role.
- Demonstrated success in resource planning and team optimisation.
- Experience in conducting effective one-on-one sessions and providing constructive feedback.
- Track record of implementing successful customer retention strategies.
- Minimum of 4 years of experience in customer retention role, with at least 2 years in a leadership capacity - Desirable
- Financial Services or Insurance industry experience - Desirable
- Experience of working with delegated cover holder authority - Desirable
