Customer Retentions Advisor

Permanent | £26,200 | £5k

A little bit about us

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

What you’ll be doing

The Customer Retention team is responsible for managing cancellation requests and renewals, with an emphasis on providing a fantastic experience for our customers throughout and retaining as many packages as possible. You will be managing a pipeline of customers who have lodged cancellation requests with us, utilising objection handling techniques and problem solving skills to resolve queries.

When dealing with cancellation queries, the ability to stay cool, calm and collected during conversations with customers is paramount, as is attention to detail, knowledge of objection handling techniques and an exemplary phone manner. When renewing our customers contracts, problem solving, focus and methodical approach are key.

While we work towards monthly team targets, individual performance on KPIs such as cancellation save rate, call count, renewal rate & pipeline management are tracked on a weekly basis, alongside regular call coaching & training sessions. We uphold an extremely high standard in both the service that we deliver to customers, as well as the KPIs and targets that are expected to be hit on a daily, weekly and monthly basis.

The ability to maintain an exemplary phone manner under pressure, use objection handling techniques effectively, and ultimately deliver a swift and satisfactory conclusion to customer queries that results in long lasting and loyal customers will be paramount to success in this role.

A little bit about you

If the list below describes you, make sure you apply!

📣 Strong verbal and written communication skills are essential

☎️ Confident phone manner

🫡 Ability to multi-task and move between tasks using prioritisation

💪🏼 Must be self motivated and have a positive attitude

🧠 Problem-solving skills

🫂 Resilience, understanding, patience and empathy

🤩Adaptable and a fast learner

🗨️Unafraid to speak up with new ideas

The shift pattern for this role is Monday to Friday 10am-6pm with 1 in every 4 Saturdays required. Saturdays are 9am-5pm.

This is an office-based role for the first 6 months, following a successful probation period there is potential for hybrid working, 2 days per week.