W1siziisimnvbxbpbgvkx3rozw1lx2fzc2v0cy9jbgfyzw1vbnqty29uc3vsdgluzy9qcgcvymfubmvylwrlzmf1bhqylmpwzyjdxq

Customer Retention Advisor

Connecting

  • Location

    Manchester, Greater Manchester

  • Sector:

    Sales & Marketing

  • Job type:

    Permanent

  • Salary:

    £16000 - £17000 per annum + OTE 25k (Uncapped)

  • Contact:

    Tim Lee

  • Contact email:

    timothy.lee-ext@jci.com

  • High Salary:

    17000

  • Low Salary:

    16000

  • Reference:

    WD30083734288_1572455219

  • Job Published:

    22 days ago

  • Duration:

    Permanent

  • Expiry Date:

    2019-11-29

  • Startdate:

    ASAP

Retention Advisor
£16,000 + Bonus (25k+OTE)
37.5 hours a week

3 week shift rotation
Week 1 - 8:30am-5:00pm
Week 2 - 9:00am-5:30pm
Week 3 - 9:30am-6:00pm

To minimise customer attrition by retaining customers through proactive and reactive customer touch points, by
utilising the Retention Saves Matrix and other methods of retention.

Responsibilities
*To achieve predefined performance targets
*To promote current features and benefits, marketing offers etc retention opportunities, maximising conversion.
*To promote the brand to all existing and potential customers and to provide accurate information on product, policies and procedures.
*To build strong relationships with internal departments.
*Ensure that records and in house systems are kept up to date and accurate in a timely manner

Typical decisions
*Reduction in prices/offer credits made to existing customers as per company/department guidelines.
*Arrange engineers to attend properties
*Ensure maximum number of customers from 'Portfolio list', are contacted every day and list is kept up to date.

KPI'S
*Number of Retained Contracts made per month.
*Value of Retained Contracts per month.
*Conversion
*Call / save / termination Quality
*Management of daily portfolio of Contracts @Risk of termination.
*Management of disputed invoice

Scope
*Key Stake Holders include: Service and Sales Manager, Field Line Manager and Engineers, Inside and Field sales advisors, installation departments, service departments and engineering staff.

Person Specification

Personal Attributes
*Sales/Target orientated
*Excellent communication and interpersonal skills.
*Ability to build strong relationships and influence others.
*Self-motivated, enthusiastic and inspirational, able to bring a sense of urgency to situations and demonstrate an active approach.
*Persistent, resolute in focusing on results and able to set tough personal objectives, monitor progress and if necessary take corrective action.
*Ability to remain optimistic when dealing with new, challenging or unexpected situations.
*Innovative and creative, able to remain confident when dealing with negative situations and come up with imaginative solutions to difficult problems.
*Cultural fit with values

Competencies
*Customer focus
*Ownership
*Integrity and trust
*Perseverance
*Drive for results
*Negotiating
*Action oriented
*Time Management

Experience
*Experience of having worked successfully in a competitive and fast- paced Customer Service Team and/or Retention Team.
*Experience of security industry (desirable but not essential).

Knowledge
*Knowledge of call centre operations and systems.
*Computer literate.
*Fluency in English language (both verbal and written).