Retention Executive

1 week ago

Cardiff, Cardiff, United Kingdom The AA Full time
Company description

Job Title: Retention Executive

Location: Cardiff

Contract: Full-Time/ Permanent

Salary: £28,883.40

Hours: Monday to Friday

AA Summary

Assuming The AA is just about roadside help? There's more to us than meets the eye.

The AA is one of the UK's most well-known and trusted brands. We provide a range of services to millions of customers, from roadside assistance to insurance and driving lessons. Our mission is to help keep Britain moving, and we're looking for dedicated individuals to join our team. Are you ready to join?

#LI-THEAA #LI-Hybrid

This is the job

As a Retention Executive, you'll play a pivotal role within our Driving School business. Your primary responsibility will be to proactively engage with our existing customers, ensuring their satisfaction and loyalty. By providing exceptional retention service, you'll contribute to the growth of our business. Here are the key aspects of this role:

You'll communicate with customers on a daily basis, addressing their concerns and finding innovative solutions to retain their loyalty. Whether it's through phone calls or web chats, your goal is to build strong relationships.

As a key player in our retention efforts, you'll need to think outside the box. Your ability to find creative solutions will directly impact our customer base and overall success.

We're looking for candidates with experience in customer retention or sales. If you thrive in a fast-paced environment and are accustomed to handling customer inquiries, this role is perfect for you.

What will I be doing?
  • Customer Retention: Retain customers considering resigning from the franchise and renew contracts to support business growth.
  • Needs Assessment: Identify underlying customer needs through effective questioning.
  • Creative Solutions: Use innovative problem-solving techniques for retention.
  • Negotiation Skills: Reach fair conclusions benefiting both business and customer.
  • Process Optimization: Evaluate and adapt processes for efficiency and effectiveness.
  • Strategic Thinking: Develop retention strategies and concepts.
  • Customer Service Excellence: Provide exceptional service and ensure satisfaction.
  • Performance Metrics: Achieve individual and team KPIs consistently.
What do I need?
  • Experience Requirement: Experience in retention and/or sales roles.
  • Preferred Environment: Ideally, you've thrived in a fast-paced, high-achieving work setting.
  • Communication Skills: You're an exceptional communicator with a background in customer service.
  • Sales Expertise: Ideally, you've worked in a sales environment and have demonstrable training in sales techniques.
  • Proven Success: Your track record includes achieving targets with an impressive success rate.
Additional Information

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:

  • Diverse learning and development opportunities to support you to progress in your career
  • 25 days annual leave
  • Free AA breakdown membership after 12 months, 50% discount in your first year
  • Discounts on AA products including car and home insurance
  • Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
  • Worksave pension scheme with up to 7% employer contribution
  • Dedicated Employee Assistance Programme
  • Additional benefits related to grade?

Plus, so much more

We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.

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