Customer Service Retentions Advisor

3 weeks ago


Remote, United Kingdom FM Outsource Full time

**Details of the role**:
**Job Title**: Customer Care Retentions Advisor

**Contract**:Permanent hybrid / remote

**Hours**: Full time - Mon-Fri 8am-4pm or Mon-Fri 10am-6pm

**Start Date**: 07th August 2023

**Training**:Mon-Fri 9am-5pm 1 week

**Salary**:Age 20 and under - £9.00, Age 21-22 - £10.18, Age 23+ - £10.42**

**HQ Location**: FM Outsource, Imperial House 79-81, Hornby Street, Bury, BL9 5BN. (UK-based role)

**Reports to**:Campaign Manager / Supervisors

**Who we are**:
At FM Outsource we provide tech-led, high quality contact centres for some of the UK’s top retailers and logistics companies. We’re Omni-channel, multilingual and operate 24/7. Our expertise is built on years of experience and industry knowledge.

We care deeply about making a difference and being the best at what we do, and because of this we continue to grow.

We understand that different working arrangements work for different people, therefore we work really hard to help our people achieve their preference. We offer remote, hybrid and office based roles in order to help our people with their work and home life balance. All of our roles are based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

We believe happy people create happy customers, that’s why we go above and beyond to make sure our people have the best possible employee experience. We have the quickest and easiest digital recruitment process You will need to answer a few questions, do an online assessment and record some interview questions - that’s it. Once you pass this stage you are in

We also have comprehensive training and onboarding, a great working environment, development and career opportunities, access to support teams and a work family that truly cares about you.

And if that wasn’t enough - you’ll be training and working completely from home, so no lengthy commute Although the role is fully remote, you will of course be a fully fledged member of the FMO Fam

If you have experience, are motivated to offer top level customer service, love working towards KPI’s and are a strong negotiator and communicator then we want to hear from you. We are looking for engaged and confident people to join the team to help us continue in our evolution

**We are a BYOD (bring your own device) company for remote or hybrid Operator roles**

**A bit about the Campaign**:

- The Modern Milkman was founded in October 2018 by a group of friends. They started their own milk round in East Lancashire.
- They were inspired by an episode on Blue Planet. They wanted to help save the planet and help to reduce the plastic we use.
- To date they have approximately 150,000+ active customers, making over 3 million deliveries so far.
- They are committed to sustainability and supporting local economies. All their products are eco-friendly and are kind to the environment.
- All their glass bottles, tea and coffee tins are returnable and recycled.
- All other products are delivered in widely recycled materials.

**What we are looking for**:
You will be an effective point of contact and be available to customers via the required channels during working hours. You will achieve the required campaign productivity (calls per hour), quality (QA scores) and subscription retention rates.

You must be fluent in English (able to speak English at an idiomatic level with outstanding sentence structure, spelling and grammar). You must be able to type 40-45 words per minute.

You will have the ability to stay calm and focussed whilst working to get a quality solution for the customer on behalf of our clients. You will do all of this while achieving high levels of productivity and demonstrating excellent client and product knowledge.

**Responsibilities of the role**:

- Striving towards retaining customers who are looking to cancel their subscription.
- Engaging with customers and building confidence to deliver outstanding customer outcomes on every call.
- Pushing for better by using resources, tools and systems available to offer the best customer outcome.
- Maintaining focus and composure during peak call times, ensuring each customer receives the same exceptional level of customer service
- Complete regular quizzes and maintain product/client knowledge.
- Maintain your own laptop/computer and headset (when working remotely).
- Arrive at work in a timely manner to enable you to begin handling customer interactions at your shift start time.
- Acknowledge and comply with guidance and advice provided by all managers and support areas.
- Ensure you are aware of changes and updates within campaigns to enable you to conduct your work effectively.
- Comply with data protection regulations (e.g. Data Protection Act, GDPR) and maintain high levels of confidentiality including sensitive data (passwords)
- Be open to constructive feedback and put it into action.
- Be a positive representative of the client that you are working for.

**What you



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