The Retentions Team Leader is responsible for leading and motivating a team focused on customer retention through outstanding service and proactive engagement. This role oversees team performance related to booking sales appointments, setting up service car plans, managing live chat enquiries, and accurately logging and addressing customer complaints. The Team Leader will drive performance, ensure quality standards are met, and contribute to customer loyalty and sales growth.

REQUIREMENTS

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Proven ability to motivate and coach team members in a target-driven environment.
• Commercially minded, with a focus on retention, upsell, and customer loyalty.
• Solid understanding of CRM systems, live chat platforms.
• Highly organised with excellent time management and attention to detail.

• Team Management: Lead, support, and develop the Retentions Team to achieve individual and team KPIs relating to appointment bookings, service plan sign-ups, and customer satisfaction.
• Performance Monitoring: Monitor team performance through regular reviews, call monitoring, live chat audits, and CRM data to ensure targets are met or exceeded.
• Training and Development: Provide ongoing coaching, training, and support to team members to enhance service quality, product knowledge, and retention strategies.
• Task Management: Ensure the team effectively manages inbound and outbound customer interactions, including appointment scheduling, live chat responses, and service plan arrangements.
• Complaint Resolution: Oversee the logging and resolution of customer complaints, ensuring cases are managed promptly and appropriately.
• Process Improvement: Identify opportunities for improving retention strategies; collaborate with senior managers to implement enhancements.
• Reporting: Compile and present reports on team performance, customer trends, and complaint types to help guide decision-making and service improvement.
• Collaboration: Work closely with Sales, Aftersales, and Customer Service teams to ensure consistent customer experiences.