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Renewals & Retentions Team Leader

Newcastle City Centre

Up to £30k (OTE £40k)

We are delighted to be working with a Newcastle City Centre based Waste Management and Payment Solutions provider.  They are currently taking the Waste Management sector by storm as they are able to do what no other uK based company can do - offer fixed billing for all customers which is making them VERY popular and an extremely interesting proposition as an employer! 

You will lead a growing team of Renewal & Retention agents driving portfolio protection through proactive leadership a passion for people development. Identify reasons for customers thinking of leaving and establish benefits that will improve the experience and overall churn rate.

What's on offer:

  • £28,000 Starting salary

  • Offices on the UK's most Instagrammed street right in the heart of Newcastle city centre

  • Benefits package, which is second to none covering health care, pensions, enhanced annual leave.

  • Employee assistant programme 24hrs access to GP

  • 25 days holiday leave +8 days bank holidays

  • Group Income Protection for long term sick

  • Personal health care plan

  • Personalised career path

  • A culture that ensures you will love what you do


  • Lead, manage and develop teams to achieve productivity and performance targets based around protecting the portfolio.

  • Meet, exceed and set targets to ensure Renewals and churn targets achieved

  • Regular 1-2-1's with individuals to identify areas of improvement, development and success

  • Build a team of highly skilled account retentions agents who maximise opportunities to grow the portfolio

  • Recognise performance and celebrate success sharing best practice within the team

  • Ensure process and business requirements are adhered to such as GDPR and DPA.

  • Role model for companies values internally and externally


As well as:

  • To collaborate and provide suggestions on any process and efficiency focused projects

  • To participate in customer service projects

  • To be involved in the recruitment of new team members when required, including interviewing and selection


Essential Requirements:

  • English & Maths Grade C/5 about above

  • Excellent listening skills and be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer's needs

  • Excellent communication skills

  • Strong customer service background

  • Telephony experience desirable

  • The Right individual will have an enquiring mind with good listening skills, letting your passion and personality shine through 

  • Good people supervision skills and previous experience of leading people

  • Effective Communication Skills.

  • Ability to positively lead, motivate and develop employees to their full potential

  • The ability to drive performance measures and exceed KPI targets



  • Prior experience in a similar role, with outstanding customer service skills

  • Good planning and organisational skills

  • Good people skills

  • Computer literate, numerate with very good verbal and written interpersonal skills

  • Experience working to call targets within a high-volume call environment.

  • Experience within a Customer environment is desirable but not essential as full training, and development is provided

  • Computer Skills

If you feel that you have the skills and experience needed for this role, please apply using the button below and one of our experienced Recruiters will be in touch ASAP. 

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