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.
Monito...
Customer Retention and Experience Team Lead in Inverness 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.
