Hybrid 🚨✨✨ Internal Job Opportunity!!✨✨: Retentions Team Leader 🚨 bei Epos Now Group

🚨 Internal Job Opportunity: Retentions Team Leader 🚨

We’re excited to offer an opportunity for an ambitious and people-focused leader to step into a standalone Team Leader role within our Retentions Team. This is a fantastic opening for existing Team Leaders looking to develop their skills in a new area, or for individuals currently progressing through the Learning to Lead programme who are ready for their next challenge.

As the Retentions Team Leader, you’ll play a pivotal role in shaping performance, coaching for success, and driving high-quality retention outcomes across the team. You’ll be responsible for the day-to-day management of a dedicated team, with a clear focus on performance, development, and customer-first outcomes.

🔍 What You’ll Be Doing

• Leading the day-to-day operations of the Retentions Team, with full responsibility for performance, behaviours, and results.
• Conducting regular one-to-ones, focusing on pipeline review, personal development, and coaching.
• Monitoring agent queues daily to ensure proactive pipeline management:
  • Assigned Queue – ensuring prompt record movement and balanced workloads.
  • Working Queue – supporting strong follow-through and negotiation.
  • Closed Records – auditing for quality, accuracy, and documented retention effort.
  • Auto-Closed Records – reviewing unworked leads to spot training or process gaps.
• Supporting agents to own their performance, understand their pipeline, and use all available tools to drive retention.
• Reviewing and analysing retention performance, identifying opportunities for training and improvement.
• Promoting a culture of accountability, ownership, and customer excellence.

🧠 Key Skills & Experience

We’re looking for someone who can lead with empathy, inspire confidence, and drive performance in a data-led, customer-centric team.

You’ll need to bring:

• Strong people management skills – including one-to-ones, coaching, and performance conversations.
• Experience interpreting team and individual performance data to inform action.
• Confidence in providing clear direction and holding team members accountable.
• Excellent communication and influencing skills – especially when it comes to motivating others.
• The ability to remain calm under pressure, with a solution-focused mindset.
• Excellent Stakeholder Management skills
• Time Management
• Ideally, existing experience in a Team Leader or coaching role, or progressing well through the Learning to Lead programme.

✅ How to Apply

To be considered, you’ll need to:

• Discuss the opportunity with your line manager and how your skills meet the role requirements
• Meet the internal criteria for progression
• Have an up to date CV to upload 
• Submit your expression of interest by 31st July 2025

📝 Interview Process

Interviews will commence week beginning  4th August 2024

The interview process will be:

1. Competency-based interview focusing on leadership experience, problem-solving, and people management.
2. Short presentation (topic to be shared in advance) 

If you’re passionate about developing people, driving results, and being part of a function that protects our customer base and revenue – this could be the next step for you.