Are you passionate about leading people, delivering outstanding customer experiences and building high-performing teams?
We're looking for an experienced and motivated Customer Retention & Experience Team Leader to join our Customer Operations team.
In this role, you'll lead a team of Customer Retention & Experience Specialists, helping them deliver exceptional service while supporting customers throughout their journey with us. You'll play a key role in developing your team, reducing customer churn, improving customer satisfaction and protecting recurring revenue through proactive engagement and support.
Reporting to the Head of Customer Service you'll provide day-to-day leadership, coaching and guidance while ensuring the team consistently delivers against customer experience, retention, renewal and quality objectives.
What You'll Be Doing
- Leading, coaching and developing a high-performing customer retention team.
- Conducting regular 1-2-1s, coaching sessions and performance reviews to support individual and team development.
- Supporting colleagues with complex customer queries, escalations and retention conversations.
- Driving achievement of customer retention, renewal and customer satisfaction targets.
- Monitoring team performance and identifying opportunities to improve service delivery and customer outcomes.
- Reviewing customer feedback, trends and performance data to help shape continuous improvement initiatives.
- Managing team workload and ensuring customer review, retention and renewal activities are completed on time.
- Promoting a positive, customer-focused culture across the team.
- Working closely with teams across the business to resolve issues and deliver a seamless customer experience.
- Contributing to process improvements that enhance efficiency, quality and customer satisfaction.
What You'll Need
- Previous leadership or supervisory experience within Customer Service, Customer Experience, Retention or a similar customer-focused environment.
- Strong coaching and people development skills.
- Experience managing performance and supporting colleagues to achieve targets.
- Confidence handling escalated customer issues and complex customer conversations.
- Excellent communication, organisational and problem-solving skills.
- The ability to analyse data, identify trends and take action to improve results.
- A customer-first mindset and a passion for delivering exceptional service.
- Strong attention to detail and a commitment to maintaining high standards.
What Success Looks Like
A successful Customer Retention & Experience Team Leader will:
- Build a motivated, engaged and high-performing team.
- Deliver excellent customer experiences across every stage of the customer lifecycle.
- Achieve retention, renewal and customer satisfaction targets.
- Reduce avoidable customer churn and complaints.
- Improve team capability through effective coaching and development.
- Maintain high standards of quality, compliance and customer record accuracy.
- Identify opportunities to improve processes, customer outcomes and operational performance.
- Protect and grow customer value through proactive customer engagement and relationship management.
Why Join Us?
At Highland Broadband, we're passionate about connecting communities and delivering exceptional service to our customers. As a Team Leader, you'll have the opportunity to shape a growing function, develop people, influence customer outcomes and make a meaningful contribution to the continued success of the business.
If you're an inspiring leader who enjoys developing talent, improving performance and delivering outstanding customer experiences, we'd love to hear from you.
Customer Retention & Experience Team Leader in Inverness employer: HBNL
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