Retention Supervisor

We are looking for a driven Retention Team Supervisor to lead a high-performing retention team. This role is critical to protecting revenue, reducing customer churn, and maximising customer lifetime value through effective leadership, coaching, and customer service excellence.
You will be responsible for day-to-day team performance, ensuring advisors deliver confident, compliant, and value-led retention conversations while consistently achieving save targets.

Key Responsibilities:

• Performance manages to ensure a high level of success 
• Organize and coordinate agents’ schedules.
• Mentor and coach your team through workshops and individual sessions
• Track weekly, monthly, and quarterly performance and performance metrics.
• Compiling weekly, monthly, and quarterly performance reports on agents. 
• Conducting agents reviews and assisting senior management during the review period.
• Reporting team performance to Retention Manager on a daily/weekly basis.
• Creating and implementing development plans for new and existing agents. 
• Handling escalated customer complaints.
• Attending weekly and monthly meetings with senior management.
• Strides to exceed individual performance.
• Managing leads with cancellations and reschedules.
• Point of contact for team referrals. 
• Working with installations and revenue to ensure processes are being adhered to within the team.
• Reporting areas of non-adherence to the team manager 
• Regularly reviewing competitor information and suggesting actions.
• Any ad hoc duties deemed necessary.

Skills, Knowledge and Expertise:

•  Resilient leader who thrives in a fast-paced, target-led environment.
• Confident decision-maker able to balance commercial results with customer experience and regulatory requirements.
• Demonstrated ability to coach, challenge, and motivate teams to consistently achieve and exceed KPIs, including save rate, conversion, average revenue per customer, and quality scores
• Proven experience leading or supervising a high-performing retention, sales, or customer save team within the energy, utilities, or comparable subscription-based market. Min 3 Years
• Data-driven approach, with experience using management information, dashboards, and call performance metrics to identify trends, drive improvements, and maximise sales outcomes.
• Experience leading performance improvement plans and developing underperforming sales advisors into top performers.
• This role requires a commercially focused leader who can drive results through their people, embed a sales-first retention culture, and deliver measurable revenue impact.
• Strong commercial mindset with a track record of driving customer retention, revenue protection, and upsell/cross-sell performance against clear sales targets.
• Excellent negotiation, objection-handling, and influencing skills, with the ability to manage complex customer conversations and escalations.

• Previous experience in a regulated energy or utilities sales environment, with a strong awareness of compliance, vulnerability, and fair treatment obligations.
• Experience designing or executing retention offers, save strategies, or incentive-led sales campaigns.
• Strong understanding of energy products, tariffs, contract structures, and pricing strategies, and how these impact customer decision-making
• Strong CRM capability, including tracking sales performance, pipeline activity, and customer outcomes.