Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team focused on customer retention and service excellence.
- Company: Join LSH AUTO, a leading name in the retail motor vehicle industry.
- Benefits: Enjoy perks like 31 days holiday, life assurance, and a colleague referral scheme.
- Why this job: Be part of a vibrant culture that values teamwork and customer loyalty.
- Qualifications: Strong leadership skills and a knack for motivating others are essential.
- Other info: Full-time role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
Key Responsibilities
- 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.
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.
Benefits
- Colleague Referral Scheme (£500 - £1000)
- Platinum Plus Rewards Scheme
- Colleague Car Purchase Scheme
- Eye care Vouchers
- Life Assurance (4 x annual salary)
- 31 days holiday (including bank holidays), rising to 38 days with length of service
- Wellbeing Support
- Company Pension
- Full uniform provided
Retentions Team Leader employer: LSH Auto International Limited
Contact Detail:
LSH Auto International Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in customer retention strategies. Understanding what works in the industry will help you demonstrate your knowledge during interviews and show that you're proactive about improving customer loyalty.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've motivated teams in the past. Be ready to discuss your approach to coaching and developing team members, as this is crucial for the Retentions Team Leader role.
✨Tip Number 3
Brush up on your CRM and live chat platform skills. Being able to discuss your familiarity with these tools will show that you're ready to hit the ground running and can effectively manage customer interactions.
✨Tip Number 4
Prepare to discuss how you would handle customer complaints and improve processes. Think of examples where you've successfully resolved issues or implemented changes that enhanced customer satisfaction, as this will be key in your role.
We think you need these skills to ace Retentions Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and customer service skills. Use specific examples that demonstrate your ability to motivate a team and achieve KPIs, as these are crucial for the Retentions Team Leader role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer retention and your understanding of the importance of outstanding service. Mention how your previous experiences align with the responsibilities outlined in the job description.
Showcase Relevant Skills: Emphasise your communication and interpersonal abilities, as well as your experience with CRM systems and live chat platforms. Highlight any training or coaching roles you've had, as these will be key in this position.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role of a Team Leader.
How to prepare for a job interview at LSH Auto International Limited
✨Showcase Your Leadership Skills
As a Retentions Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on motivating team members and achieving KPIs.
✨Understand Customer Retention Strategies
Familiarise yourself with effective customer retention strategies. Be ready to discuss how you would implement these strategies in the role, including ways to enhance customer loyalty and satisfaction.
✨Prepare for Performance Monitoring Questions
Expect questions about how you would monitor and improve team performance. Think about specific metrics you would track and how you would use data to drive results and address any issues.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss how you would handle customer complaints and ensure timely resolutions. Share examples from your experience where you successfully resolved issues and improved customer experiences.
