Loyalty Specialist

7 months ago

Manchester, United Kingdom SimpliSafe Ltd Full time

**Job Title**: Loyalty Specialist

**Reports to**: UK Senior Sales Supervisor

**Salary**:£22,500.00 per annum, Potential OTE £30,000 - £35,000 + Company Benefits

**About SimpliSafe**:
SimpliSafe is an industry-leading home security company that understands the importance of protecting the life you’ve built. From advanced cameras and doorbells to entry and motion sensors, SimpliSafe also provides best-in-class professional monitoring that will watch over your home even when you can’t.

Already protecting over 4 million people across the US and UK, SimpliSafe continues its mission to make “every home secure”. Since launching in the UK in 2019, SimpliSafe has already received awards and numerous accolades from leading publications, as well as an excellent rating on Trustpilot and a customer NPS in excess of 72.

**Why SimpliSafe**:
There’s nothing more important than keeping your family and home safe, and there’s nothing more fulfilling than knowing you’re helping people every day and providing them with extra peace of mind.

With a no-ego culture, we encourage teams to collaborate and innovate and with those seeking their next challenge, SimpliSafe can offer big opportunities. We don’t just want you to work here. We want you to grow and thrive here.

**The Role**:
The loyalty specialist is responsible for building and maintaining relationships with customers and agents. The main purpose of the role is to retain existing customers whilst listening and addressing any concerns they may have. The role is to also educate customers on products and services we offer.
Why are we hiring?
Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.
What You’ll Do
- Preserve SimpliSafe customers and their safety by developing an understanding of their home security needs and providing them with personalised monitoring solutions via inbound phone calls
- Empathise with customers to convey our high level of care
- Collaborate with team members to help reach high level team goals
- Builds a strong rapport with customers by using interpersonal skills, asking clarifying questions and anticipating their needs
- Develop strategies and recommendations to retain customers before cancellation
- Resolve customer complaints and concerns by investigating the problems;develop solutions and manage through to resolution
- Document all customer interactions in the relevant databases. Ensuring Accurate record keeping of all activity to support reporting and analytics
- Provide solutions or promotional offers designed to retain customers
- Enhance customer loyalty and upsell accordingly
- Analyse feedback, negotiate with customers and implement retention strategies
- Be confident in handling any customer queries or challenges
- Gain and maintain a good understanding of loyalty offers to support conversations with customers in order to achieve a positive outcome
- Identify areas for opportunity and improvement
- Identify any trends or patterns when a customer calls to cancel

What You’ll Need
- Have strong communication and interpersonal skills
- Possess excellent organisational and problem solving skills
- Highly motivated
- Ability to take on increased responsibilities as the position advances
- Proven ability to consistently meet and exceed individual metrics
- Comfortability talking about technical and safety issues
- Great problem solving skills - to help our customers understand why SimpliSafe is right for them, you need to have a great understanding of the product
- Proven record of outstanding attendance and timeliness in a structured environment
- Strong work ethic and the drive to contribute to company goals
- Clear and effective phone communication skills to ensure all customer issues are resolved
- Positive, can-do attitude and eager for continuous improvement
- Strong commitment to customer happiness and satisfaction

What Values You’ll Share:

- Customer Obsessed - We understand our customers and aim to build long term relationships and trust.
- Aim High - We are always challenging ourselves and others to grow and improve.
- No Ego - We drive to succeed as a team and learn from our mistakes.
- One Team - We collaborate and win as a team.
- Lift As We Climb - We invest in developing others and ourselves.
- Lean & Nimble - We test, learn and improve.

**What’s in it for you?**

Working at Simplisafe, you’ll have access to:

- Competitive salary and commission structure
- 36 Days holiday entitlement
- Enhanced pension
- Life assurance
- Private dental and healthcare
- Free eye test and contribution to glasses
- Employee Assistance Programme
- SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)
- Cycle to work scheme
- Team social events (annual summer and christmas parties, amongst other socials)
- Freebies, Perks at Work membership, monthl

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