Leading a team of Customer Retention Executives you will support Culligan UK’s customer retention mission minimising churn, working in partnership with the Customer Retention Manager and the wider Customer Experience department. Requirements • Support team members in achieving performance metrics and measures, including individual save rates, quality assurance measures, productivity and behavioural targets. • Inspire and motivate your team to reach their full potential through ongoing coaching and feedback. • Lead by example, setting the standard for behaviour and performance. • Use data to understand team and individual performance, taking immediate action where needed. • Drive a culture of continuous improvement by solving problems and sharing best practices. • Work collaboratively with other departments to deliver a “right first time” outcome for customers. • Ensure compliance with internal policies, procedures, and guidelines to deliver accurate customer outcomes. • Act as an escalation point for difficult/high value customers • Prioritise resources to effectively manage capacity • Manage costs in line with business targets and look for opportunities to reduce waste. • Support personal and team growth by overseeing development and promoting progression opportunities. • Recognise and reward team successes to guide a positive and engaged culture. • Recruit and retain talent, supporting succession planning and development. Essential • Proven leadership skills with the ability to inspire and develop a high-performing team • A passion for coaching and motivating others to reach their full potential • A continuous improvement mindset, encouraging problem-solving and sharing best practices • Retention or sales experience – ideally B2B - in a high volume, high pressure environment • A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business Benefits • 23 Days Holiday + Bank Holidays • Company Pension Scheme • Company Sick pay (after qualifying period) • Cycle to Work Scheme Available • Employee Reward & Discount Platform • 24/7 access to Employee Assistance Program through Health Assured • Access to on-going learning and development via our online learning platforms • Onsite parking available • Life Assurance Scheme