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- Tasks: Lead a dynamic team focused on customer retention and service excellence.
- Company: Join LSH Auto UK Limited, a leader in IT services and consulting.
- Benefits: Enjoy 31 days holiday, life assurance, and a colleague referral scheme.
- Why this job: Make a real impact on customer loyalty while developing your leadership skills.
- Qualifications: Strong leadership, communication skills, and experience in a target-driven environment required.
- Other info: Full-time role with opportunities for growth and collaboration across teams.
The predicted salary is between 28800 - 43200 £ 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 UK Limited
Contact Detail:
LSH Auto UK 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 can help you demonstrate your knowledge during interviews and show that you're proactive about improving customer loyalty.
✨Tip Number 2
Prepare examples of how you've successfully led a team in a target-driven environment. Highlight specific achievements related to performance monitoring and coaching, as these are key responsibilities for the Retentions Team Leader role.
✨Tip Number 3
Brush up on your CRM and live chat platform skills. Being able to discuss your experience with these tools will show that you're ready to hit the ground running and can effectively manage customer interactions.
✨Tip Number 4
Network with professionals in the customer service and retention fields. Engaging with others in the industry can provide valuable insights and may even lead to referrals, increasing your chances of landing an interview with us.
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 skills relevant to team management, customer retention, and performance monitoring. Use specific examples that demonstrate your ability to motivate and coach team members.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and retention strategies. Mention how your previous experiences align with the responsibilities of the Retentions Team Leader role, particularly in managing complaints and improving processes.
Showcase Relevant Skills: Emphasise your communication and interpersonal abilities, as well as your understanding of CRM systems and live chat platforms. Provide examples of how you've successfully used these skills in past roles to drive customer loyalty.
Prepare for Potential Questions: Think about how you would respond to questions regarding team performance monitoring and complaint resolution. Be ready to discuss specific strategies you've implemented in the past to enhance service quality and achieve KPIs.
How to prepare for a job interview at LSH Auto UK 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 within the team to enhance customer loyalty and satisfaction.
✨Prepare for Performance Monitoring Questions
Expect questions about how you would monitor team performance. Think about specific metrics you would track and how you would use data to drive improvements in service quality and team output.
✨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.
