Customer Retentions Team Leader

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Our Products and Services:
Fibre-to-the-Home (FTTH)
Fibre-to-the-Business (FTTB)
Enterprise connectivity
Mobile connectivity and data management
Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:
We Build Trust and Ownership
We Honour & Respect People
We Cultivate Passion & Creativity
We Innovate Feverishly
We Go the Extra Mile
We Believe in Humility
We Communicate Openly & Honestly
We Make it Fun
We Teach, Grow & Learn
We Do More, With Less

Where will the successful candidate fit in?

The Consumer Retentions Team Leader is responsible for leading and motivating the Retentions team to safeguard customer loyalty, minimise service cancellations, and drive win-back opportunities within the Consumer environment. This role balances people leadership with strategic oversight, ensuring the team delivers service excellence, meets retention targets, and continuously improves performance.

The Team Leader manages day-to-day operations, oversees escalations, and ensures adherence to quality, compliance, and SLA standards across all communication platforms. Acting as the first line of leadership support, this role is accountable for coaching, performance management, and skills development of Retentions Agents/Consultants/Specialists. The Team Leader also plays a critical role in analysing retention trends, driving campaign execution, collaborating cross-functionally, and contributing to strategic initiatives that enhance customer experience and reduce churn.

Key Objectives

Leadership and People Management

• Lead, coach, and inspire the Retentions team to achieve individual and collective retention, quality, and service targets.
• Conduct regular 1:1s, performance reviews, and feedback sessions with team members.
• Manage adherence to schedules, SLAs, and productivity expectations across all channels.
• Identify training needs and implement development plans to upskill the team in negotiation, objection handling, and customer empathy.
• Foster a culture of accountability, collaboration, and continuous improvement.

Operational Oversight

• Oversee daily team operations, ensuring efficient handling of cancellations, escalations, and win-back opportunities.
• Manage high-risk and high-value cases that require leadership intervention or cross-functional escalation.
• Ensure all customer interactions are accurately documented and meet compliance, quality, and governance standards.
• Monitor workload distribution and reallocate resources where necessary to maintain service levels.
• Report on daily, weekly, and monthly performance, identifying areas of concern and recommending corrective action.

Strategic Retention Management

• Analyse cancellation trends, root causes, and customer feedback to propose actionable retention strategies.
• Oversee and drive retention-related campaigns, ensuring objectives are met and learnings are applied to future initiatives.
• Collaborate with billing, provisioning, and technical departments to resolve systemic issues affecting customer retention.
• Provide insights and recommendations to management on process, policy, and system improvements.
• Represent the Retentions function in interdepartmental meetings, projects, and strategy discussions.

Quality & Compliance

• Conduct regular quality audits of team interactions, ensuring accuracy, compliance, and service excellence.
• Implement corrective measures where gaps are identified, supporting continuous improvement.
• Uphold regulatory, contractual, and internal compliance standards across all team activities.

Requirements

• A completed grade 12 or equivalent.
• Proven leadership experience in a customer-facing, retention, or contact centre environment, preferably within the ISP/telecoms industry.
• Strong people management skills with experience in coaching, performance management, and team development.
• Advanced negotiation and conflict resolution skills, with a track record of managing escalations and high-value cases.
• Exceptional communication skills (verbal and written), with the ability to influence at all levels.
• Strong analytical ability to interpret data, identify trends, and develop action plans to improve retention outcomes.
• Demonstrated ability to manage operations under pressure while maintaining accuracy and quality.
• Proficiency in CRM, ticketing, and reporting tools, with the ability to analyse and present team performance metrics.
• In-depth knowledge of FTTH and ISP products, customer behaviours, and competitive market offerings.
• High emotional intelligence, empathy, and customer-centric mindset.
• Ability to represent departmental needs and influence cross-functional decision-making.
• Proven track record of meeting or exceeding retention and leadership KPIs.

Benefits

• Medical Aid (Discovery)
• Reduced Gap Cover Rates (Turnberry Premier)
• Retirement Annuity Contribution (Allan Gray)
• Medical Insurance (Momentum - Health4Me)
• Discounted Internet Connectivity
• Free Employee Wellness Programme (Lyra)
• Team Buildings
• Exposure to latest industry technologies and standards
• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.

Application Question(s):

• What is your notice period?
• What is your CTC? (Basic salary + benefits).
• What is your expected CTC?

Education:

• High School (matric) (Preferred)

Experience:

• Customer Retentions: 5 years (Preferred)
• Team Lead: 2 years (Preferred)

Work Location: In person