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For Companies At a Glance
- Tasks: Lead and motivate a team to enhance customer loyalty and reduce churn.
- Company: Join Trooli, a forward-thinking broadband provider dedicated to rural communities.
- Benefits: Competitive salary with uncapped earning potential and a dynamic work environment.
- Why this job: Make a real impact in customer retention while developing your leadership skills.
- Qualifications: Experience in customer retention or telesales, with strong communication skills.
- Other info: Inclusive culture that values diversity and offers excellent career growth opportunities.
The predicted salary is between 28000 - 30000 £ per year.
Our journey began in 2002, when a group of visionaries came together because they believe in providing a faster and more reliable broadband to rural communities. This defines who we are, an innovative and forward-thinking company who are not afraid to think outside of the box.
We are committed to providing an outstanding service through our relationships which starts with our employees who set us apart from others in our industry, with their passion and can-do attitude, skills and knowledge to deliver quality and reliability to our customers.
We offer a dynamic and inclusive work environment, where you are encouraged to make a difference and achieve great things.
About the Role
We are seeking a results-driven Retentions Team Leader to manage and motivate a team of six Retentions Executives. You will play a key role in reducing churn, driving customer loyalty, and ensuring we meet or exceed our business goals. Reporting to the Head of Telesales & Retentions, you will provide daily management, coaching, and reporting, while developing strategies that deliver outstanding customer experiences and measurable results.
Salary: £28,000-£30,000 DOE and uncapped earning potential.
Key Responsibilities
- Lead, motivate, and support a team of 6 Retentions Executives to deliver against KPIs.
- Monitor, analyse, and report on churn rates, team performance, and retention metrics.
- Develop and implement effective retention strategies to reduce customer attrition and encourage loyalty.
- Maintain a strong knowledge of Trooli’s full fibre broadband services, pricing, and promotions.
- Use data and CRM tools to track performance, drive insights, and improve team effectiveness.
- Collaborate closely with Sales, Marketing, and Technical Support to deliver seamless customer experiences.
- Stay up to date on competitor activity and industry trends to position Trooli competitively.
Experience Required
- Proven experience in customer retention, telesales, or customer service leadership roles.
- Track record of achieving sales/retention targets and managing team performance.
- Strong communication, coaching, and interpersonal skills.
- Analytical and reporting capability to drive actionable insights.
- Self-motivated with the ability to thrive in a fast-paced, target-driven environment.
- Telecommunications or broadband industry experience.
- Familiarity with CRM systems such as Salesforce.
- Professional qualifications in customer management or related areas.
Diversity and inclusion
At Trooli we work hard to create an inclusive, collaborative, and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to recruitment@trooli.com. We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.
DBS Checks
The Company is committed to ensuring the wellbeing of the public and our customers. As part of our recruitment processes, the Company may undertake DBS checks under the Rehabilitation of Offenders Act 1974 and thereafter during each person’s employment. You will be asked in the application process to make a declaration of any unspent convictions. A previous record will not necessarily disqualify your application, as each case will be considered on its own merits.
Seniority level: Associate
Employment type: Full-time
Job function: Sales, Customer Service, and Advertising
Industries: Telecommunications
Retentions Team Leader employer: Trooli
Contact Detail:
Trooli Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Team Leader
✨Tip Number 1
Network like a pro! Reach out to current employees at Trooli on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Trooli’s services, recent news, and their competitors. This will show you’re genuinely interested and ready to contribute to the team.
✨Tip Number 3
Practice your leadership skills! Think of examples from your past where you’ve motivated a team or tackled challenges. Be ready to share these stories during your interview to showcase your fit for the Retentions Team Leader role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Trooli family. Let’s get you that job!
We think you need these skills to ace Retentions Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Retentions Team Leader role. Highlight your experience in customer retention and team leadership, and don’t forget to mention any relevant achievements that showcase your ability to meet targets.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for the role and the company. Share specific examples of how you've successfully led teams or implemented retention strategies in the past.
Showcase Your Analytical Skills: Since the role involves monitoring churn rates and performance metrics, make sure to highlight your analytical skills. Mention any tools or systems you’ve used, like CRM software, to drive insights and improve team effectiveness.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Trooli
✨Know Your Stuff
Make sure you have a solid understanding of Trooli’s full fibre broadband services, pricing, and promotions. This knowledge will not only help you answer questions confidently but also show your genuine interest in the company and its offerings.
✨Showcase Your Leadership Skills
As a Retentions Team Leader, you'll need to motivate and manage a team. Prepare examples from your past experiences where you've successfully led a team, achieved targets, or implemented effective strategies. This will demonstrate your capability to excel in the role.
✨Be Data Savvy
Familiarise yourself with key metrics related to customer retention and churn rates. Be ready to discuss how you’ve used data in previous roles to drive insights and improve performance. This will highlight your analytical skills and ability to make data-driven decisions.
✨Emphasise Collaboration
Trooli values teamwork across departments. Think of examples where you've collaborated with sales, marketing, or technical support to enhance customer experiences. This will show that you understand the importance of working together to achieve business goals.