Customer Excellence Team Manager

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

About us

At Iron Mountain, our Customer Care team is crucial to our client relationships. We are the main point of contact for our diverse customer base, providing outstanding service and ensuring their needs are met with precision. This involves resolving inquiries, processing requests, and offering solutions for our secure storage, information management, and logistics services. You'll be key to maintaining high customer satisfaction and delivering the quality our clients expect.

We are currently seeking an experienced and dynamic Team Leader, Customer Retentions to join and lead our team in Livingston. This is a hybrid position, where you will work 2 days a week in the office, and 3 at home.

Your Role in Our Mission

• Lead, mentor, and coach the Retentions Team to achieve individual and team performance metrics (KPIs) and service level agreements (SLAs) for customer preservation.
• Manage the day-to-day operations of the team, including workload allocation, performance monitoring, quality assurance, and providing escalation support for complex or high-value retention cases.
• Analyse retention data and customer feedback to identify root causes of churn, develop preventative strategies, and drive continuous process improvements across the function.
• Serve as a subject matter expert, acting as the primary escalation point for critical customer issues and leveraging critical thinking to provide timely and effective resolutions while promoting a "customer first" approach.
• Collaborate closely with various internal stakeholders (e.g., Sales, Operations, Finance) to streamline processes, ensure timely resolution of complex queries, and support a professional flow of communication.
• Conduct regular 1:1 meetings and performance reviews, fostering a positive, high-performing team culture focused on negotiation excellence and customer value reinforcement.
• Drive Continuous Improvement: Systematically capture, analyse, and relay critical customer feedback and emerging issues to relevant internal departments, acting as the voice of the customer to influence service enhancements and strategic process changes.

Valued Skills and Experience

• Proven experience in a team leader, supervisor, or management role within a contact centre, customer service, or high-volume administrative environment.
• Significant and demonstrable experience in a retentions or commercial sales environment, with a track record of successfully mitigating account closures and negotiating complex contracts.
• Strong leadership skills with the ability to coach, motivate, and develop a team to achieve challenging targets.
• Exceptional analytical and investigative skills to identify root cause issues, interpret performance data, and implement effective strategic solutions.
• Excellent written and oral communication skills with the confidence and tenacity to challenge, influence internal stakeholders, and build effective customer relationships at a senior level.
• Proficiency with Microsoft Office or G-Suite applications and experience working with CRM systems.
• A resilient, flexible, and customer-first leader who thrives in a fast-paced, target-driven environment.

**What's in it for you?**

• **Consistent Schedule:** Monday to Friday, with operational hours being between 8am & 6pm
• **Competitive Salary** Rewarding your expertise and dedication.
• **Hybrid working:** Split your time between the office and home
• **Generous Leave:** 23 days annual leave + bank holidays, increasing with length of service.
• **Your Well-being First:** We offer Private Medical Insurance and a confidential Employee Assistance Program (EAP) for you and your family's health and life needs.
• **Secure Your Future:** Benefit from our generous pension scheme, with Iron Mountain contributing 6.5%, plus Life Assurance covering four times your annual salary.
• **Perks for Your Lifestyle:** Enjoy a range of voluntary benefits like Dental Insurance, a Bike to Work scheme, fitness membership discounts, and an Electric Vehicle Scheme.

Category: Customer Support