Customer Service & Retention Advisor - #2088849

Customer Service & Retention Advisor

About the Busines

sWe are an established and growing consumer brand with a strong reputation within our sector and an award-winning workplace culture. We are passionate about creating exceptional experiences for both our customers and employees

.Our values are centred around Authenticity, Collaboration, Responsibility, and Entrepreneurial thinking. We are committed to creating an inclusive environment where individuals from all backgrounds can thrive and bring their true selves to work

.
Main Purpose of the Ro

leAs a Customer Service & Retention Advisor, you will provide exceptional customer service while supporting customer retention initiatives and delivering an outstanding customer experienc

e.
Role Requireme

• ntsDeliver friendly and efficient customer service across inbound and outbound channels, including email, telephone, social media and live ch
• at.Respond promptly and professionally to customer reviews on public platfor
• ms.Complete additional operational tasks on a rota basis to support team requiremen
• ts.Work towards individual and team KPIs, including customer retention targets, while maintaining a high level of accuracy and efficien
• cy.Effectively prioritise workload to ensure urgent customer requests are addressed prompt
• ly.Accurately maintain customer information in line with GDPR requiremen
• ts.Take ownership of customer issues and complaints, delivering positive resolutions within agreed timescal
• es.Manage payment disputes, returns and refunds in accordance with company procedur
• es.Utilise retention tools and processes to reduce cancellations and improve customer retenti
• on.Follow all established processes and procedures to ensure consistently high standards of customer servi
• ce.Maintain excellent product and business knowledge to provide accurate guidance and suppo
• rt.Take ownership of personal development through feedback, training and continuous learni
• ng.Keep up to date with products, campaigns and promotional activi
• ty.Share customer, product and competitor feedback with management to support continuous improvement initiativ
• es.Complete all mandatory training, including health and safety requiremen
• ts.Contribute positively to team culture and recognition initiativ
• es.Demonstrate company values in all aspects of the ro

le.
Qualifications & Experi

• ence2–3 years' experience within a customer-focused r
• ole.2+ years' experience using Microsoft Office and/or Google Worksp
• ace.Previous customer retention experience is essent
• ial.Basic to intermediate computer ski
• lls.Strong written and verbal communication ski
• lls.Excellent spoken and written Engl
• ish.Professional and confident telephone man
• ner.Ability to multitask and effectively prioritise workl
• oad.Strong organisational and administrative ski
• lls.Experience working within a fast-paced environm
• ent.Excellent complaint handling and problem-resolution ski

lls.
Skills & Attri

• butesPassion for delivering exceptional customer ser
• vice.Strong communication and relationship-building sk
• ills.Collaborative and team-oriented appr
• oach.Self-motivated and proactive min
• dset.Excellent organisational and problem-solving abili
• ties.Resilient and adaptable to changing priori
• ties.Results-focused with a commitment to achieving tar
• gets.Positive, enthusiastic and adaptable approach to

work.
Incentives & R

• ewards34 days annual leave including bank hol
• idays.Hybrid working pattern – 3 days office based and 2 days working from
• home.Annual bonus s
• cheme.Health Cash
• Plan.Life Assu
• rance.Supportive and collaborative working environment where employees are valued and recog
• nised.Regular social events and team activ
• ities.Structured learning, development and progression opportun
• ities.Cycle to Work S
• cheme.Employee discount programme for family and fr
• iends.Complimentary company pro