Retentions Team Manager

We’re looking for a motivated and experienced Retentions Team Manager to lead, coach and develop a team of Sales & Retention Advisers as part of a high profile initiative within TV Licensing.

This role plays a key part in shaping the future of our Retentions function, working closely with senior stakeholders and the BBC to deliver excellent outcomes for our customers.

This is a full time permanent role, home based with occasional travel to Capita UK offices.(office working assigned to our Darwen office - onsite requirement weekly).

Job title:

Retentions Team Manager

Job Description:

What you’ll 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 team’s 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 cross‑business and BBC stakeholder meetings.
• Leading and co‑ordinating monthly call‑levelling sessions with the BBC and key stakeholders.
• Maintaining strong Customer Satisfaction (CSAT) results across the team.

What we’re 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.
• Results‑driven, with the ability to interpret and use performance data effectively.
• Excellent communication and listening skills.
• Confident, proactive, and self‑motivated.
• Strong problem‑solving and decision‑making capability.
• Ability to work onsite in Darwen on a weekly basis.

What’s 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 leave…and 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 you’ll do next:

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

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re 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 you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

 

Location:

Darwen

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent