Retention and Customer Experience Specialist
The Retentions and Customer Experience Specialist is a key role in the Customer Service Department. The role provides the UK group with the opportunity to build relationships with our customers who have cause to consider withdrawing their service contracts. The Retentions and Customer Experience Specialist must successfully retain customers who seek to leave the group and turnaround the negative relationship into a positive customer experience which provides business growth. The Retentions and Customer Experience Specialist will work with customers highlighted by the Credit Control Team, in addition to liaising with our Sales, Operations and Customer Services Team. All aspects of administration to support smooth operations must be demonstrated and all behaviours in support of our values must be evident throughout your employment.
Person Specification
- Confident and self-aware with the ability to communicate professionally
- Able to influence positively to gain effective outcomes
- Able to maintain performance in stressful and challenging circumstances
- Able to build and maintain long-term professional relationships both internally and externally
- Able to identify solutions to suit internal and external customers always considering commercial viability
- Produce high-quality work ensuring recording and use of systems is accurate
- Effective organisation to ensure priorities, goals and deadlines are achieved
Company Competencies:
Communication
Someone with confidence, self-awareness and the ability to make a positive impression on others. Someone who demonstrates professional credibility by communicating verbally and in writing to be clearly understood and make an impact. Someone who is energetic, committed and determined to deliver results. Someone who is dependable, reliable and accountable for their own behaviour and has a willingness to learn, expand their own skill set and pursue their career with the Company.
Relationships
Maintain personal performance and confidence in difficult, stressful, ambiguous and challenging circumstances.Recognise and act on signals of stress and respond appropriately when working under conditions of continuous pressure.Deals with situations in infancy to avoid future complicationsRecognising individuality and encouraging empathy, mindfulness and respect.
Teamwork
The ability to build and sustain long-term professional relationship-based trust, respect and understanding. Someone who works co-operatively and with flexibility with others as part of a team (as opposed to working competitively or separately). It includes respect for other individuals by listening to and recognising the validity of others’ opinions, feelings and motivations.
Performance
- Ensure all Company systems are supported and entry is accurate.
- Support all colleagues with accurate and timely responses.
- Produce high-quality written work ensuring all recording activity and administration is accurate, and effective organization is employed to ensure priorities, goals and deadlines are met
Commitment
A person who supports Health and Safety requirements of the HSE and the Company and works within their guidelines. Someone who ensures all anomalies and issues are addressed promptly, professionally to ensure employees and environment are not exposed to unnecessary risk.The ability and willingness to produce high-quality work by seeking out and providing relevant information, attention to detail, insisting on clarity of information and maintaining the system correctly.
Technical
The ability to perform end to end dispute/query reviews, pull necessary information from multiple systems and confidently communicate between departments to secure the customer the resolution they desire, whilst ensuring the decision remains commercially viable. Someone who has strong attention to detail and ensures all information is covered and correctly reviewed and assessed before communicating the decision back to the client/customer.
Responsibilities:
- Manage cases which highlight customers who wish to cancel their service contracts.
- Ensure you possess a sound knowledge of customers’ service agreements and the product and/or service offering we supply.
- Work in support of the internal retentions process to ensure all cases are managed compliantly and complete all required actions to close accounts, and ensure all actions are documented clearly on all systems.
- Through accurate administration record and update customer information within the CRM database ‘Sugar’, ensuring contract and any pricing adjustments are confirmed across relevant platforms.
- Respond positively and timely to customer complaints and communicate persuasively to encourage customers, who may have had a negative experience, to remain with the Group.
- Ensure retention decisions are commercially viable, and any pricing reductions or sales opportunities are commercially and financially robust.
- Maintain a thorough understanding of product range and ensure you can articulate to the customer the rational for our product offering and services.
- Ensure customers are educated in relation to the service we provide and any relevant British Standards which apply to their contract or complaint.
- Ensure you are aware of all pricing matrices, and any applicable linked promotions or discounts in relation to multi-discipline service contracts
- Achieve targets and objectives set, which will include Performance targets as well as set KPI’s.
- Promoting and driving continuous improvement within the department and company.
- Supporting colleagues at all levels by sharing knowledge, helping and effectively managing conflict in a professional manner
Pay: £28,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Referral programme
Work Location: In person
