Retention Specialist

**We’re building an inclusive work environment**

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Andy Clarke, we are currently not seeking agency support to fill this role.

**Overview**

Zen has an ambitious three-year growth objective underpinned by the retention and growth of our customer base.

The post holder is a key member of the Zen Retail sales team. They are primarily responsible for the retention and growth for B2C Broadband customers.

At Zen we strive to solve customer problems with solutions informed by their needs not ours. We find out what they want, and make sure our connectivity and communication solutions work for them so vital that the post holder has the capability to understand and drive sales across all these areas.

The post holder will be expected to be enthusiastic, self-motivated and resilient with excellent communication skills. They will be committed to striving to overachieve targets while maintaining a focus on excellent customer experience.

**Key Responsibilities**
- Achieve sales targets through retaining existing customers and where possible up and cross sell services
- Meeting or exceeding other financial and non-financial KPI’s
- Receiving inbound customer requests and taking appropriate actions
- Making outbound contact with customers, analysing their needs and recommend solutions to meet these needs - including other Zen services that the customer may not have considered.
- Obtaining cancellations reasons and providing insight through systems and verbal communication
- Ensure best practice in approach to promoting the business and where possible selling the appropriate product/service based on customer requirements
- Develop an in-depth understanding of the product set, services and strategy
- Understanding and awareness of competitor and industry trends

**Skills & experience**
- Able to identify, influence & build relationships with home consumers
- Excellent interpersonal skills, with the ability to communicate at all levels
- Confident, assertive and professional in all internal and external dealings
- Ability to analyse customer needs and recommend possible solutions
- Able to quickly learn and understand new products
- Excellent time management skills with experience of prioritising own workload
- Ability to work on own initiative
- Desire to develop a career in sales
- Ability to deal with all objections / situations in a patient and friendly manner
- Demonstration of interest in internet technologies