# Customer Retention Team Leader

> Culligan UK limited · Birmingham, United Kingdom · Full-time · Posted 2026-10-27

**Workplace:** on_site

**Department:** Customer Retention

## Description

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

## Apply

[Apply at Culligan UK limited](https://apply.workable.com/culligan-uk-limited/j/6BC73F185A/apply)

---
Powered by [Workable](https://www.workable.com)