Customer Retentions Supervisor at Fidelity Services Group

Overall purpose:

• To ensure that all staff members provide a superior customer service to internal and external customers via all contact channels and all media and ensure we retain as many clients as possible for the business.

Function:

• To be able to lead and manage the customer service retention team across all reason of clients complaining/intending to cancel.

To drive the following key performance indicators:

Attrition

• Save Effectiveness percentage to be reached as set out in annual KPI’s
• Save Efficiency percentage to be reached as set out in annual KPI’s
• Business Attrition to be reached as set out in annual KPI’s

Quality and Eyerys

• QA scores at team level to be reached as set out in annual KPI’s
• Below benchmark and Auto fail outcomes to be addressed in specified timeframes, signoff’s to be done in 24 hours.
• Ensure starter and leaver forms and attendance to be done in line with KPI
• Eyerys transfer rate at team level to be reached as set out in annual KPI’s

Absenteeism

• Ensure that absenteeism percentage is maintained at/or below 2% at team level
• Achieve an absenteeism percentage at/or below 2% (Self)

Pending Requests

• Ensure zero pending requests monthly for YTD with 1-month lag end of each month, the lag should be kept to a minimal.

Business Budget

• Ensure Business budget for rate reductions does not exceed budget as set out in annual KPI’s .

Other

• Ensure established standard operating procedures are adhered to
• Minimize cancellations processed against set targets
• Communicate effectively with the Customer service, Sales manager and the Head of department (Customer contact center)
• Accurate and informative reporting of complaints/cancellations
• Assist agents with clients and various aspects related to the job function.
• Identify training needs, assist with training of agents.
• Set up intercompany meetings with other areas to sort out queries hampering saves/resolutions
• Analyse complaints/cancellations received and advise agents and management on the most effective methods of saves/resolutions for the business to achieve the best possible results
• Discuss and assist the agents to achieve set targets
• Respond to, and assist clients in respect of queries with regards to complaints/cancellations
• To review and approve/decline credit notes, refunds & debit notes within the department’s approved DOA
• Assisting with other ad-hoc tasks, analysis and projects as and when required
• Ensure that all client queries are dealt with and finalized in accordance with the company’s standard operating procedures
• Coach, mentor and motivate staff
• Manage non-performance and non-adherence to established standard operating procedures
• Ensure that agents focus on both incoming and pending outcomes so that the targets for the month are reached consistently
• Ensure that all ad hoc duties are completed within the specified time period
• Ensure HR manager and SAP requirements are met for the team with regards to submission of payroll.
• Manage team with KPI’s and Goals and ensure mid-year and final reviews are conducted within cut off times.

Deadline:24th July,2025