Retentions Team Leader

Trooli Kings Hill, England, United Kingdom

Retentions Team Leader

Trooli Kings Hill, England, United Kingdom

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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