At a Glance
- Tasks: Lead and inspire a team to enhance customer retention and experience.
- Company: Join a dynamic company in the connectivity sector focused on outstanding customer service.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Opportunity for growth in a fast-paced, engaging workplace.
- Why this job: Make a real impact by shaping customer journeys and driving satisfaction.
- Qualifications: Experience in customer service leadership and a passion for developing others.
The predicted salary is between 40500 - 49500 £ per year.
A great customer experience starts with a great team. Are you ready to lead, inspire and make a measurable difference? Global Highland is recruiting a Customer Retention & Experience Team Leader on behalf of a confidential client in the connectivity sector. This is an exciting opportunity for an experienced customer service or retention professional who enjoys developing people, improving performance and creating outstanding customer experiences.
You’ll lead and support a team of Customer Retention & Experience Specialists, helping them build lasting customer relationships, deliver effective retention solutions and protect long-term revenue. Combining hands-on leadership with performance coaching, quality oversight and operational management, you’ll play a pivotal role in shaping the customer journey from installation through to renewal and beyond.
If you’re a confident people leader who can balance customer care, commercial performance and compliance, this role offers the opportunity to make a genuine impact.
What you’ll be doing
- Leading, coaching and developing your team
- Lead, motivate and develop a team of Customer Retention & Experience Specialists.
- Conduct regular one-to-ones, coaching sessions and performance reviews to support individual growth.
- Provide guidance and support with complex customer cases, escalations and retention conversations.
- Drive team performance against retention, renewal, customer satisfaction and revenue targets.
- Monitor team engagement, identify development needs and build a positive, accountable team culture.
- Analyse performance trends and recommend improvements to customer experience and operational effectiveness.
Championing quality and compliance
- Take ownership of quality assurance and compliance standards across the team.
- Complete call audits and quality reviews, providing constructive feedback and targeted coaching.
- Ensure customer interactions follow company procedures, regulatory requirements and retention processes.
- Maintain high standards of customer record accuracy and documentation.
- Identify potential compliance risks and address them through guidance, training and continuous improvement.
Managing workflow and operational performance
- Coordinate workloads, customer contact campaigns and team priorities.
- Ensure post-installation reviews, service check-ins and renewal activity are completed on time.
- Monitor follow-ups, customer commitments and outstanding actions.
- Identify opportunities to streamline processes, improve efficiency and deliver better customer outcomes.
- Use performance data and customer feedback to inform decisions and drive continuous improvement.
Driving customer retention and satisfaction
- Support the team in managing customers throughout their journey, from post-installation through to renewal and ongoing retention.
- Ensure customers receive proactive, personalised support.
Customer Retention and Experience Team Lead employer: Global Highland
Global Highland offers an exceptional opportunity for those seeking meaningful employment in a stunning rural setting near Inverness. As a Hospitality Assistant, you will be part of a dedicated team that values professionalism and high-quality service, with the added benefit of live-in accommodation during your work weekends. The company fosters a friendly and supportive work culture, ensuring that every team member can thrive while providing guests with memorable experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention and Experience Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Highland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Global Highland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Retention and Experience Team Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Global Highland:Your cover letter is your chance to shine! Tell us why you want to work at Global Highland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Global Highland!
How to prepare for a job interview at Global Highland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
