Central Retention Team Manager

Central Retention Team Manager

Location: Aylesbury, HP19 8DB
Type: Permanent Role
Hours: 37.5 hours per week, Monday to Friday
Salary: Upto £32,000 & Competitive Bonus Scheme

Make a Difference with Us

With continued growth we are looking for a Central Retention Team Manager at our Aylesbury office to help us drive success and further growth.

A quick look at the role.

To lead a team of Retention Executives. The Team Manager plays a pivotal role in retaining client relationships, driving growth. This position requires strong leadership skills, industry knowledge, and a passion for delivering exceptional customer service.

The role will cover customer retention, financial performance, client growth, compliance, commercial performance, customer satisfaction. Maintaining and developing key relationships with various stakeholders.  

The manager will drive the team to meet and exceed retention goals while collaborating closely with other departments to ensure that service delivery aligns with customer expectations and contractual agreements.

Lead the team in all aspects of their day to day role, creating a content and sales driven workforce. Driving overperformance and delivering excellence at every opportunity.

Why it’s an opportunity not to be wasted.

• Team Leadership: Lead, develop, and motivate a team of Telesales Executives to deliver efficient and effective customer service. Meet and exceed targets in sales revenue, conversion, quality, productivity, and employee-related metrics.
• Performance Management: Conduct regular team meetings, review performance reports, and implement necessary actions to address any variances. Ensure regular feedback is obtained and distributed within the business.
• Training and Development: Provide coaching and quality assessments to help team members meet their objectives. Implement performance improvement plans as needed.
• Resource Management: Plan and manage resource levels to align with eCommerce and campaign activities. Ensure accurate record-keeping and adherence to company procedures regarding attendance, timekeeping, and other absences.
• Compliance: Ensure team adherence to company processes and procedures, flagging any compliance concerns.
• Recruitment and Training: Support recruitment, induction, and ongoing training efforts.
• Stakeholder Engagement: Develop positive relationships with key stakeholders, including Regional Teams, Customer Services, and Process Improvement/Quality Teams.

Here’s what we require:

• Leadership experience.
• Strong leadership and people skills with an excellent coaching ability.
• Track record of delivering targets and working towards KPI’s.
• Proficient in Microsoft Office packages (Word, Excel, Outlook, Teams).
• Strong commercial awareness and the ability to translate that to a team whilst making the complex simple.
• Knowledge of people management processes.

And here’s why you’ll love it at Biffa.

• Competitive salary £30,000-£32,00 basic with competitive bonus
• Ongoing career development, training and coaching – because if you don’t grow, we don’t grow.
• Generous pension scheme.
• Retail and leisure discounts.
• Holiday and travel discounts.
• Bike to work scheme

Dedicated to diversity.

At Biffa we believe different ideas, perspective and backgrounds are key to developing a creative working environment that delivers real results. It’s why you’ll find us championing diversity and equality at every turn.

Join us and be a part of a dynamic team where your leadership can make a significant impact. Apply now to take the next step in your career!