Hybrid Retentions Team Manager

at Capita

• Job title: Retentions Team Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Darwen, United Kingdom

About the role

• Lead and develop the Retentions Team at Capita, enhancing customer satisfaction and team performance. Work closely with senior stakeholders to deliver excellent outcomes for customers.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.