Retentions Advisor

_Village Heating has been established for 25 years, working throughout the whole of London and the outskirts. With our customers being at the heart of our business, our staff must be customer-focused, approachable and friendly. We are looking for an _**Retentions Advisor **_who is a fast
- thinker, willing to take on challenges and is used to working within a fast-pace industry._
- Our experienced and committed Operations Team is looking for an driven and enthusiastic _**Retentions Advisor** _to provide strong leadership, motivation and development to a small and dedicated Customer Service Team. You will be responsible for leading complaint management and resolutions for the organization, business partnering with key stakeholders supporting business objectives and driving root cause analysis to enhance our level of service to our clients and customers. You will also be involved in our marketing strategies, managing reviews/ feedback on all social media presence of the company._
- Responsibilities:_
- _Responsible for all aspects of end-to-end Complaints management_
- _Ownership and on-going development of the complaints framework and process._
- _Responsible for all aspects of website reviews and social media presence ( ex: Trustpilot )_
- _Getting positive feedback from the client's tenants and clients_
- _Carrying out sales & reports on client account_
- _Collecting outstanding invoice payments, with remittances_
- _Ensuring engineers are used and prioritized over other customers for key accounts_
- _Giving inductions to the engineers on account customers to ensure they deliver_
- _Running performance reports on engineers and accounts_
- _Ensuring job reports and photos signatures have been done by engineers on all jobs._
- What we are looking for:_
- _Knowledge and experience of complaints including regulatory requirements_
- _Professional manner when dealing with complex complaint cases_
- _Strong communication skills, telephone and written._
- _Sound negotiation skills, when dealing with complex complaint cases_
- _You will have a strong knowledge of Microsoft Excel with the ability to provide regular reporting_
- _You must have the ability to interpret and analyze data_
- _You will have proven experience of working to results driven deadlines_
- _You must be able to demonstrate understanding of the difference between good and outstanding customer service_
- _You will have strong problem solving skills._
- _Ideally you will be from an heating or housing association background._
- _Experience managing reviews for a company's social media accounts_
- Ideally, you would have experience in heating and plumbing/ housing associations however this is not mandatory._
- Schedule: Monday to Friday, 8-17:00 during summer months ( April
- October), 8-18:00 ( October - April) during winter_

**Job Types**: Full-time, Permanent

**Salary**: From £28,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Work from home

Schedule:

- Holidays
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Loyalty bonus
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Harrow, HA3 5EQ: reliably commute or plan to relocate before starting work (required)