Customer Retention Specialist

A successful and ambitious business based in St Albans has an exciting new opportunity for a Customer Retention Specialist to join their growing team.

Established for over 20 years, this dynamic, forward thinking company has some inviable growth plans and are on a mission to achieve operational excellence, through empowering and developing, exceptional talent, to maintain their friendly and supportive environment.

Hybrid opportunity with the option to work from home 2 days per week.

Here s a summary of the role:

The primary focus of this internal sales role is to provide support for clients who are potentially looking to consider changing suppliers, with a view of retaining their business and identifying improvements to the services provided, along with identifying and supporting cross and upsell opportunities. This role will also be the main focal point for clients who do not have a dedicated account manager

What you ll be doing:

• Managing the Retention & Cancellation Process and liaising with these clients to understand reasons for leaving and trying to convert them back to a customer.
• Working with the operational/sales team to identify clients that are potential flight risks.
• Working & Supporting the operational/sales team in meetings where client issues are being discussed.
• Be an integral part of the team and be the link between the Sales & Operational Teams when dealing with customer complaints, retention issues, cancellations etc.
• Managing a client account list that are not currently allocated to an account manager but still require contact and liaison. (mainly small clients, residential clients)
• Look for opportunities to enhance the company s current offerings, cross-selling opportunities as well as opportunities for other services that the client currently does not receive
• Develop and grow relationships with our clients.
• Contact existing clients who have moved on and identify their current situations, opportunities for re-integrating them into the company
• Arrange meetings for Sales Teams and where needed Group Sales Director to visit or speak with clients both existing and historic.
• Build internal relationships with the operational and sales teams.
• Provide honest feedback internally based on client feedback to ensure we address and action changes that need to be made.
• Identify opportunities in both negative and positive situations.
• Work with the Sales Director to build and develop a Customer Retention/Complaints process alongside developing sales processes to ensure there is clear lines of responsibility.
• The role will evolve as we establish key processes to identify potential client issues and retention opportunities as well as best practices and improvements across the group.

What we re looking for:

• Excellent verbal communication skills
• A positive, proactive, and customer focused attitude
• An ability to manage and prioritise your workload in a fast-paced environment
• A logical approach to your work
• Confidence in working with a variety of internal systems and willingness to learn new systems
• Operate with independence and integrity
• Being able to use your own initiative when completing day to day tasks
• Good spoken & written English
• Excellent time management skills enabling to meet all set deadlines
• To be a part of growing a sustainable dynamic business
• To relish a challenge and enjoy taking control and enjoy organising all communication and work to ensure fantastic customer service is delivered
• Comfortable using all Microsoft Office programs.
• You will be able to deliver unrivaled quality customer service
• A desire to learn from an experienced sales team and progress their sales career within the business.