Job Summary
We are seeking a dynamic and proactive Customer Retention Executive to join our busy retention team! In this role you will be the key driver of customer loyalty by engaging with clients through personalized communication and exceptional support. Your passion for building strong relationships will help us retain valued customers, enhance their experience, and foster long-term loyalty. This position offers an exciting opportunity to utilize your sales expertise, and customer service talent in a fast-paced environment committed to excellence.
Duties
· Support the Customer Retention Manager in the review of cases across the business to identify further opportunities.
· Contacting brokers and customers across all closed, unquoted or stalled cases, as per company SLAs.
· Engage with customer post completion with a view to facilitate a positive outcome following completion of the loan.
· Drive additional revenue through identification of viable missed business opportunities within the pipeline.
· Where case appropriate actions are identified, follow up with the relevant case owner to ensure such actions have been completed successfully and to the required standard.
· Efficiently compile and record file review results, onto systems to facilitate the production of management information.
Skills
- Excellent communication skills, including phone etiquette and active listening capabilities
- Proven experience in customer support or client services within a call center or similar environment
- Proficiency in data entry, analysis skills, and using Microsoft Office applications such as Word and Excel
- Computer literacy with the ability to navigate multiple systems efficiently during outbound calling sessions
- Experience in the mortgage industry is desirable.
Join us as a Customer Retention Executive and become an essential part of a vibrant team dedicated to delivering outstanding service! Your enthusiasm and commitment to client success will make a meaningful impact on our organization’s growth. We value energetic professionals eager to make a difference every day!
Job Types: Full-time, Permanent
Pay: £26,500.00-£28,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- On-site parking
- Sick pay
Work Location: In person
