Retention & Conversion Supervisor

Full time, Monday- Friday (Hybrid)

£31864 per annum

Role Purpose:

Line Manage a team that is response for chasing outstanding membership fees to help our client hit their membership growth target.

Supporting the campaign manager and head of service Centre in the delivery of cultural change in line with the organisation and departments.

Responsibilities:

• Line manage a small team delivering high-quality enquiry responses
• Manage escalated complaints to completion
• Supervise in resolutions of enquiries and record applications through multiple channels in relation to our client - qualifications, products, services, events, benefits.
• Being a role model to the team in resolving enquiries: spending 20/30% of time handling enquiries
• Drive our clients member growth and retention targets
• Making recommendations and implement improvements for the team
• Being proactive in the planning of planning for fees and subscription renewals

Key Skills and Experience Required:

• Strong Team Leader and coaching skills
• Demonstrated experience in managing teams within customer service/ call Centre
• Exceptional customer service skills, and proven experience in resolving complaints
• Experience in delivering and developing a multi-channel contact Centre team
• Experience in quality checking multiple delivery channels

Desirable:

• Experience with Microsoft Dynamics
• Experience in debt chasing and retention skills

If you are looking for a new opportunity, and believe the above position could be for you, we look forward to viewing your CV.