Retentions Team Manager

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Job Description:

What youll be doing

• Contributing to the development of the Retentions strategy by sharing insights ideas and recommendations with senior management and the BBC.
• Monitoring team performance using the success measures agreed for the Retentions trial.
• Coaching and developing advisers to demonstrate strong BBC advocacy including conducting regular call monitoring and providing structured feedback.
• Enhancing the teams questioning and sales skills to ensure customers remain appropriately licensed.
• Performance managing advisers to achieve a minimum of 90% on the Retention Team QA framework.
• Ensuring team members apply learning effectively and adhere to all relevant processes including Correct setup of Cash applications Offering appropriate licensing solutions for customers in financial difficulty Making outbound courtesy calls for incomplete licence setups in line with OFCOM guidance
• Representing Capita values at all times and positively contributing to crossbusiness and BBC stakeholder meetings.
• Leading and coordinating monthly calllevelling sessions with the BBC and key stakeholders.
• Maintaining strong Customer Satisfaction (CSAT) results across the team.

What were looking for

• You must hold a current TV Licence and act as an advocate for the BBC.
• Strong knowledge of TV Licensing policies and procedures is essential.
• Proven experience leading motivating managing and developing a team.
• Excellent coaching abilities with a passion for developing people.
• Strong interpersonal and influencing skills.
• Resultsdriven with the ability to interpret and use performance data effectively.
• Excellent communication and listening skills.
• Confident proactive and selfmotivated.
• Strong problemsolving and decisionmaking capability.
• Ability to work onsite in Darwen on a weekly basis.

Whats in it for you

• Competitive annual salary dependant on experience.
• 23 days holiday (rising to 29) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice.
• Company matched pension life assurance a cycle2work scheme 15 weeks fully paid maternity adoption and shared parental leaveand plenty more.
• Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing travel and technology.
• Access to up to 500 of your salary before payday each month as well as budgeting and savings features to support your financial wellbeing.
• Access to our Employee Network Groups which represent every strand of diversity and allow colleagues to connect and learn from each other on an open inclusive platform.

About Capita Experience

Capita Experience focus on serving a blue-chip client base in the UK and across Europe with the aim of growing within these markets and expanding to new markets. Our primary focus is to help our clients digitise their interactions with customers members and other stakeholders and move towards an integrated data-driven insight-led and personalised customer experience.

What we hope youll do next:

Choose Apply now to fill out our short application so that we can find out more about you.

Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrier-free recruitment process and working environment for everyone.

If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email Iqbal at or call and well get back to you. For more information about equal opportunities and process adjustments please visit the Capita Careers website.

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