Job Description

We are seeking a Retention Manager to develop the customer facing operation, delivering an excellent service to our existing customer base at all stages of the journey.

Why this job is for you:

• Youll be, Responsible for managing a team of agents in proactive & reactive retention.
• Managing customer contacts, and achieving set KPIs by the business.
• Proactively seek new opportunities with improvements to systems & processes to increase productivity and results within the teams.
• To provide reports to management based on leads and conversions achieved.
• Management of accounts on Pipe drive of new prospects, projects, and potential closures.
• Liaise closely with internal tech departments, customer service, revenue, and operations and field teams to ensure that customer queries and complaints that have led to closure notices are fully resolved in a timely manner to prevent re-occurrence.
• To meet set targets on KPIs as set by & agreed with the line manager & business.
• Be a support as required to management in relation to KPIs to drive continuous improvement for success.
• Responsible for the renewal of contract agreements to our existing residential / business customers.
• Develop continuous coaching programs, and conduct 1:1 on weekly basis.
• Manage roster shift for both teams
• Generation o ad hoc reporting as required
• Ensure the integrity of customer information is maintained in our database systems.

Why Youre the one for this Job:

• You have; At least 2+ years experience within retention in Utilities or Telecoms
• Experienced with CRM databases
• Ability to grow inter department relationships
• Experienced managing a team of agents
• Excellent presentation skills
• Experience with Excel and other Microsoft products

Salary 40K-45K DOE

Benefits:

• A full-time permanent position with ongoing training and support.
• Bike to Work Scheme
• PRSA
• Employee Assistance Scheme
• Annual 23 days holidays plus two company days and your birthday!
• One4All Rewards & recognition
• In Office Snacks & refreshment
• Onsite parking
• Refer a Friend Scheme - 650 bonus
• Hybrid Options