Team Leader – Customer Retentions, Limerick, Virgin Media Ireland

About the Role:

We are seeking a highly motivated and experienced Team Leader to lead our client’s customer retention team. The primary focus of this team is to retain customers who have a range of products including broadband, TV, and mobile phone services. The successful candidate will have excellent leadership skills, a passion for delivering exceptional customer service, and the ability to manage and motivate a team to achieve their targets.

Specific Duties & Tasks:

• Lead and manage a team of customer retention agents who are responsible for retaining customers who are at risk of leaving or cancelling their services.
• Develop and implement strategies to retain customers and reduce churn.
• Collaborate with other departments, such as sales and customer service, to ensure the team is aligned with overall business objectives.
• Monitor and analyse key metrics such as customer satisfaction, retention rates, and revenue to identify areas for improvement and drive performance.
• Coach and mentor team members, providing ongoing feedback and support to improve performance.
• Conduct regular performance evaluations, set performance targets, and work with team members to develop improvement plans.
• Ensure that the team provides excellent customer service and resolves customer complaints and issues in a timely and professional manner.
• Develop and maintain relationships with key customers and identify opportunities to upsell or cross-sell additional products or services.

Skills & Expertise:

• Bachelor’s degree in a relevant field or equivalent work experience.
• Proven experience in managing a customer retention team, preferably in the telecommunications industry.
• Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team.
• Strong analytical and problem-solving skills, with the ability to analyse data and metrics to identify trends and opportunities for improvement.
• Ability to work under pressure, meet targets and handle multiple priorities simultaneously.
• Strong customer focus, with a passion for delivering exceptional customer service.
• Ability to work collaboratively with other departments and stakeholders.
• Excellent computer skills, with proficiency in MS Office and CRM systems.

The Person:
If you are passionate about customer retention and have the leadership skills to motivate and develop a team, we want to hear from you.

For more information, please contact Eddie with your CV.

Please be aware that your CV will not be shared with anyone outside of Cregg Recruitment without your express permission.

EJ – 8076

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