Head of Customer Onboarding & Retention

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you..

We are seeking an experienced and customer-obsessed Head of Customer Onboarding and Retention to lead a high-performing, value-adding contact centre team in delivering exceptional customer experiences. You'll design and lead a seamless, compliant, and engaging onboarding journey for new customers optimising the perfect start to their first 100 days.

You'll have:

• Proven leadership experience in a contact centre environment, ideally within the UK utilities, telecoms, or other regulated industries
• Strong understanding of customer lifecycle management, onboarding best practices, and retention levers.
• Comfortable leading growth & service strategy, reporting, and performance conversations with senior stakeholders
• Confidence to provide and share customer insights to influence product development

We work together. Your team and the people you will work with…

You'll be responsible for driving onboarding efficiency, helping to develop and implement our retention strategy, and increasing customer lifetime value, whilst meeting both commercial objectives and regulatory expectations.

You'll work closely with our Commercial team to develop and execute data-driven retention strategies to reduce churn, with a strong focus on early-tenure risks, contract renewals, and save interventions.

We deliver progress. What you’ll do and how you will make an impact.

This role is critical to reducing early-life churn, enhancing first impressions, and building long-term loyalty in a highly competitive market. You'll design and lead a seamless, compliant, and engaging onboarding journey for new customers optimising the perfect start to the first 100 days. Through your team, you'll increase engagement, retention and customer-value by understanding where we can improve the buyer and customer journey.

Customer Onboarding

• Collaborate with marketing, billing, and product teams to ensure a consistent customer experience across all touchpoints.
• Optimise onboarding process to build trust and add value to customer to help enable them save time and money
• Deliver the desired customer value in line with the agreed commercial strategy

Customer Retention & Loyalty

• Identify key moments of where a customer is likely to reconsider whether to stay with UW (e.g., first bill, service issues, price changes, end-of-contract) and proactively implement save and nurture campaigns.
• Oversee the delivery of value-added customer interactions especially in a regulated switching environment.
• To create and drive operational retention playbooks for risk mitigation and renewal outreach
• Deliver agreed repeatable and non-repeatable income revenue targets, generating income from additional product holdings/upgrades.
• Identify and recommend sound commercial options in order to fully maximise CLTV opportunities and retain our existing profitable customer base.

Contact Centre Leadership

• Ensure agents are equipped to welcome and educate new customers, promote and add new services, verify data accuracy, and promote digital adoption (e.g., app, paperless billing, smart usage).
• Lead, inspire and develop onboarding and retention teams across energy, telco & broadband, financial service and digital, channels.
• Set and monitor KPIs
• Work closely with relevant departments and operational leaders to optimise performance and service levels.

Continuous Improvement

• Use insight to identify root causes of early churn or dissatisfaction.
• Understand the challenges and opportunities within both existing and new customer segments
• Deliver regular reporting and insights to senior stakeholders
• Work collaboratively with product & technology teams to embed new tools and technologies and offer a successful digital transformation

Regulatory & Compliance

• Ensure all activities are compliant with relevant regulations, Treating Customers Fairly (TCF), and data protection standards.
• Collaborate with compliance and legal teams to ensure retention practices are ethical, transparent, and auditable.

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

• An industry benchmarked salary. We’ll share it during your first conversation.
• Share Options and a Save as You Earn scheme.
• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
• Electric Car salary sacrifice scheme through Tusker
• Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
• A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.
• Family-friendly policies, designed to help you and your family thrive.
• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop your career journey through learning, coaching and new experiences

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Additional Information

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.