Customer Retention and Experience Team Lead

A great customer experience starts with a great team. Are you ready to lead, inspire and make a measurable difference?

Global Highland is recruiting a Customer Retention & Experience Team Leader on behalf of a confidential client in the connectivity sector. This is an exciting opportunity for an experienced customer service or retention professional who enjoys developing people, improving performance and creating outstanding customer experiences.

You’ll lead and support a team of Customer Retention & Experience Specialists, helping them build lasting customer relationships, deliver effective retention solutions and protect long-term revenue. Combining hands-on leadership with performance coaching, quality oversight and operational management, you’ll play a pivotal role in shaping the customer journey from installation through to renewal and beyond.

If you’re a confident people leader who can balance customer care, commercial performance and compliance, this role offers the opportunity to make a genuine impact.

What you’ll be doing

Leading, coaching and developing your team

Lead, motivate and develop a team of Customer Retention & Experience Specialists.

Conduct regular one-to-ones, coaching sessions and performance reviews to support individual growth.

Provide guidance and support with complex customer cases, escalations and retention conversations.

Drive team performance against retention, renewal, customer satisfaction and revenue targets.

Monitor team engagement, identify development needs and build a positive, accountable team culture.

Analyse performance trends and recommend improvements to customer experience and operational effectiveness.

Championing quality and compliance

Take ownership of quality assurance and compliance standards across the team.

Complete call audits and quality reviews, providing constructive feedback and targeted coaching.

Ensure customer interactions follow company procedures, regulatory requirements and retention processes.

Maintain high standards of customer record accuracy and documentation.

Identify potential compliance risks and address them through guidance, training and continuous improvement.

Managing workflow and operational performance

Coordinate workloads, customer contact campaigns and team priorities.

Ensure post-installation reviews, service check-ins and renewal activity are completed on time.

Monitor follow-ups, customer commitments and outstanding actions.

Identify opportunities to streamline processes, improve efficiency and deliver better customer outcomes.

Use performance data and customer feedback to inform decisions and drive continuous improvement.

Driving customer retention and satisfaction

Support the team in managing customers throughout their journey, from post-installation through to renewal and ongoing retention.

Ensure customers receive proactive, personalised service that builds trust and loyalty.

Help colleagues resolve concerns, manage cancellation requests and identify appropriate retention solutions.

Take ownership of escalated issues, working with internal teams to achieve positive resolutions.

Ensure customers understand their services, pricing, contract terms and available support options.

Supporting growth and customer advocacy

Encourage the team to identify suitable upgrades, package enhancements and additional services.

Drive participation in customer referral programmes and the generation of positive reviews.

Promote a customer-first approach that creates advocates and strengthens long-term relationships.

Balance commercial opportunities with the need to deliver appropriate solutions and excellent customer care.

What we’re looking for

You’ll be an engaging and supportive leader who knows how to get the best out of people. You’ll combine strong coaching skills with commercial awareness, sound judgement and a genuine commitment to customer satisfaction.

You’ll ideally have:

Previous leadership experience within customer service, customer retention or customer experience.

Strong coaching, development and performance management skills.

Experience managing escalated customer issues and supporting colleagues through challenging conversations.

A good understanding of quality assurance, compliance and customer service standards.

Excellent communication, organisation and problem-solving skills.

The ability to interpret performance data, identify trends and turn insights into practical improvements.

A proactive, accountable approach, with the confidence to motivate a team and deliver against targets.

Experience in broadband, telecommunications, customer renewals or retention management would be advantageous. Familiarity with CRM systems and customer lifecycle management would also be beneficial.

How success will be measured

You’ll help build a high-performing team, with success measured through:

Customer retention and renewal rates – keeping customers engaged and loyal.

Churn reduction – identifying risks and preventing avoidable cancellations.

Customer satisfaction – delivering consistently positive customer experiences.

Quality and compliance – maintaining high standards across customer interactions.

Revenue retained – protecting recurring revenue through effective relationship management.

Upgrade conversion and referrals – identifying appropriate opportunities for account growth and advocacy.

Team performance and engagement – developing confident, capable and motivated colleagues.

Why consider this opportunity?

This is more than a traditional team leader role. You’ll have the opportunity to shape how customers are supported, develop the people delivering that experience and influence the performance of a growing customer-focused operation.

If you’re ready to take ownership, inspire a team and combine people development with measurable business results, we’d love to hear from you