Retentions Manager

Retentions ManagerLead a broadband contact centre retentions team, coaching advisors to improve customer saves, renewals, call quality, performance and customer outcomes.If youve also worked in the following roles, wed 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 LeaderSALARY: £32,000 per annum + £5,000 OTE + BenefitsLOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)JOB TYPE: Full-Time, PermanentWORKING HOURS: 37.5 hours per week, rota based (core working hours: Monday to Friday 8am6pm, plus every other Saturday 10am5pm)JOB OVERVIEWWe 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 TODAYReady to make your next career move? Apply Now for our Recruitment Team to review.DUTIESYour 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 measuresCoaching and Feedback: Provide regular coaching to improve customer handling, objection handling, negotiation, ownership and advisor confidenceCall Quality: Review calls to ensure customers are handled professionally and every reasonable retention opportunity is exploredRetention Activity: Support advisors with cancellation, renewal, package change, home move, switching and save conversationsOutbound Campaigns: Ensure outbound activity is completed effectively, including end-of-contract renewal calls, OTS requests and direct debit cancellation opportunitiesCommercial Awareness: Help advisors protect value, reduce churn and use offers, discounts and credits appropriatelyEscalation Support: Support more complex customer conversations, escalations and retention casesSystems and Collaboration: Ensure accurate notes, customer records and outcomes while working with Customer Service, Sales, Insight and Operations teamsCANDIDATE REQUIREMENTSPeople management experience in a broadband contact centre environmentGood exposure to retention, cancellation, renewal, loyalty or customer save activityExperience managing performance through coaching, feedback and clear expectationsGood understanding of broadband customer journeys, including service issues, billing queries, home moves, package changes and cancellationsAbility to motivate, support and challenge advisors in a busy, target-led environmentGood commercial awareness, with an understanding of reducing churn and retaining customersConfidence using performance data to understand team and individual performanceStrong communication skills, with the ability to give clear, constructive feedback and handle escalationsPractical, hands-on management style with good organisational skills and the ability to manage multiple prioritiesGCSEs in English and MathsBENEFITS£32,000 per annum basic salary£5,000 OTESmart casual dress codeFree access to gym facilitiesAccess to a financial wellbeing platform after successful completion of probationBrand new office with excellent transport linksSupportive team cultureGrowth and career progression opportunitiesPerformance-related earning opportunityOpportunity to play an important role in a growing Retention functionHOW TO APPLYTo be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs 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-P14915Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Altrincham, Greater Manchester, North West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.AWD-IN-SPJTPBN1_UKTJ