The Role
Lead a customer retention team focused on reducing churn, improving save rates, meeting quality and productivity targets, and delivering positive customer outcomes. Coach and motivate team members, analyze performance data, manage escalations and capacity, promote continuous improvement, ensure policy compliance, control costs, and support recruitment, succession planning, and employee development.
Summary Generated by Built In
Leading a team of Customer Retention Executives you will support Culligan UK’s customer retention mission minimising churn, working in partnership with the Customer Retention Manager and the wider Customer Experience department.
Requirements
- Support team members in achieving performance metrics and measures, including individual save rates, quality assurance measures, productivity and behavioural targets.
- Inspire and motivate your team to reach their full potential through ongoing coaching and feedback.
- Lead by example, setting the standard for behaviour and performance.
- Use data to understand team and individual performance, taking immediate action where needed.
- Drive a culture of continuous improvement by solving problems and sharing best practices.
- Work collaboratively with other departments to deliver a “right first time” outcome for customers.
- Ensure compliance with internal policies, procedures, and guidelines to deliver accurate customer outcomes.
- Act as an escalation point for difficult/high value customers
- Prioritise resources to effectively manage capacity
- Manage costs in line with business targets and look for opportunities to reduce waste.
- Support personal and team growth by overseeing development and promoting progression opportunities.
- Recognise and reward team successes to guide a positive and engaged culture.
- Recruit and retain talent, supporting succession planning and development.
Essential
- Proven leadership skills with the ability to inspire and develop a high-performing team
- A passion for coaching and motivating others to reach their full potential
- A continuous improvement mindset, encouraging problem-solving and sharing best practices
- Retention or sales experience – ideally B2B - in a high volume, high pressure environment
- A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business
Benefits
- 23 Days Holiday + Bank Holidays
- Company Pension Scheme
- Company Sick pay (after qualifying period)
- Cycle to Work Scheme Available
- Employee Reward & Discount Platform
- 24/7 access to Employee Assistance Program through Health Assured
- Access to on-going learning and development via our online learning platforms
- Onsite parking available
- Life Assurance Scheme
Skills Required
- Proven leadership skills with the ability to inspire and develop a high-performing team
- Ability to coach and motivate team members to reach their full potential
- Continuous improvement mindset with problem-solving and best-practice sharing
- Retention or sales experience in a high-volume, high-pressure environment
- B2B retention or sales experience
- Customer-focused mindset focused on positive outcomes for customers, shareholders, and the business
Culligan (UK) LIMITED Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Culligan (UK) LIMITED and has not been reviewed or approved by Culligan (UK) LIMITED.
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Leave & Time Off Breadth — Holiday allowances start at 23 days plus bank holidays and scale with long service. A designated volunteering day provides additional structured time away from core duties.
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Parental & Family Support — Inclusive family policies include enhanced maternity, paternity, shared parental, and grandparent leave. These provisions indicate attention to a wide range of family circumstances.
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Wellbeing & Lifestyle Benefits — Access to a 24-hour Employee Assistance Programme, dedicated mental health assistance, and an employee support network are highlighted. Shopping discounts and role-specific perks such as vans, uniforms, and mobile devices add everyday value.
Culligan (UK) LIMITED Insights
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The Company
What We Do
Culligan UK is a leading provider of innovative and high-quality water solutions, offering a wide range of products like water coolers and dispensers for businesses and homes, and emphasizes designing, building, and servicing their own products.
