YouFibre
Retentions Operations Manager
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Department: Customer Services
Location: Remote
Description
About YouFibre
Here at YouFibre, the customer is our main focus as we are on a mission to provide the best service and customer experience in the telecommunications industry. We treat our customers with the utmost respect and strongly believe they should always be viewed as a person first and a customer second. We don’t accept anything less than excellent.
Job Purpose
As a Retentions Operations Manager, you will lead the Retentions department, ensuring the team consistently achieves customer retention, save rate, quality, and productivity targets.
You will play a key role in reducing customer churn by driving a high-performance culture, strengthening accountability, and developing Team Leaders and agents to deliver exceptional customer outcomes. A core focus of the role will be improving performance management standards, ensuring underperformance is addressed effectively and individuals are supported to reach their full potential.
You will identify opportunities to improve the customer retention journey, resolve operational challenges, and work cross-functionally to implement changes that increase customer loyalty and reduce avoidable churn. You will also act as an escalation point for complex retention cases and complaints, balancing customer outcomes with commercial objectives.
Key Responsibilities
- Lead, coach, and develop Retentions Team Leaders and agents to achieve retention, quality, productivity, and customer experience targets.
- Drive a culture of accountability, high performance, and continuous improvement through effective coaching and performance management.
- Ensure Team Leaders confidently manage performance, including coaching, documentation, and formal performance processes where required.
- Monitor and improve key retention metrics, including save rate, churn, cancellations, productivity, quality, and customer satisfaction.
- Analyse churn trends and root causes, implementing actions to improve retention and reduce avoidable customer losses.
- Review customer journeys, processes, and policies, driving improvements that enhance both customer experience and retention outcomes.
- Act as an escalation point for complex retention cases, complaints, and service recovery opportunities.
- Build strong relationships across Customer Service, Billing, Technical Support, Sales, and Product teams to deliver retention improvements.
- Ensure accurate reporting and performance analysis is in place to support effective decision-making.
- Support workforce planning and ensure resources are aligned to customer demand.
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Skills, Knowledge & Expertise
- Minimum 5 years’ experience in an Operations Manager, Contact Centre Manager, or similar leadership role within a customer service, retentions, sales, or contact centre environment.
- Proven track record of improving operational performance through leadership, coaching, and performance management.
- Strong experience managing Team Leaders and developing leadership capability within frontline operations.
- Demonstrable experience managing underperformance and creating a culture of accountability and continuous improvement.
- Strong analytical and problem-solving skills, with the ability to identify trends, root causes, and improvement opportunities.
- Commercially aware, with a good understanding of customer retention drivers and business performance metrics.
- Experience using operational data to drive decision-making and improve customer and business outcomes.
- Excellent stakeholder management and communication skills.
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Resilient, detail-oriented, and comfortable making difficult decisions when required.
- Telecommunications experience is desirable.
- Experience within a customer retention, cancellations, or save environment is highly desirable.
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Job Benefits
- Pension contribution up to 8% employer matched
- 25 days annual leave + bank holidays.
- An extra day off for your birthday!
- Discounted Gym memberships & Wellbeing discounts.
- Free YouFibre broadband if you are within our area, plus friends & family discount.
- Life assurance giving you cover of 4 times your basic salary
- Health care cash plan
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