Retentions Advisor

**£22,660 basic salary plus uncapped commission. OTE £28K+**
**Haydock, Merseyside**
**Monday-Friday, between the hours of 8am-5.15pm**
**Flexible Working - open to remote working up to 2 days a week**

**What is the role?**

Due to our continued growth, we are recruiting for a Retention Advisor to help support our customer retentions & engagement activities.

The retentions team are pivotal in helping us achieve our ambitious growth plans and help us ensure that our customers are looked after and rewarded for their loyalty.

In return you will be part of a fast paced team who are driven to succeed but also have some fun along the way As part of the PayPoint group there are plenty of opportunities for future career development and you'll get plenty of support along the way.

**Main purpose of the role**

Working toward a set of commercial KPIs (retained customers), you will be speaking to existing customers who have either requested their account to be closed or we have identified as being at high risk of leaving. You will identify and resolving any issues they have and reinforcing the benefits of our proposition, to provide customers with the best solution for them.

**Key responsibilities**

Make outbound calls to customers who are flagged as "at risk"
Identify and resolve customer issues through effective questioning and objection handling
Pro actively support contract renewals
Prepare new pricing quotations for customers (utilising pricing matrices to do this)
Undertake outbound calls to targeted customers to generate new revenue streams and promote additional products.
Understand and adhere to industry standards and other compliance/regulatory/best practice guidelines e.g. GDPR / customer duty
Maintain and develop relationships with internal departments
Maintain accurate system records - using Salesforce and other internal platforms
Develop an understanding of the UK payments market, specifically understanding competitor propositions and how we compare
Suggest and implement improvements to working practices and procedures

**About you**

Target focused with a proven track record of delivering performance
Excellent negotiation and objective handling skills
Strong communicator with a confident telephone manner
Takes ownership of queries, problems and projects and manages to resolution
Able to manage own workload and work unsupervised if necessary
Team player with a clear focus on providing excellent customer service

**Who are Handepay?**

Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable proposition that is unrivalled and when you combine this with our core values of transparency, honesty and integrity, it is clear to see why our Trust Pilot reviews are the best in the industry.

Rated on Trustpilot 4.9/5 and 4.6/5 on Glassdoor with 94% recommending Handepay as a great place to work.

Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.

**Job type**

Permanent, Monday to Friday. Our contracted working hours are 36.25 per week Monday to Friday between the hours of 8am-5.15pm.

We are focused on ensuring our team enjoy a good work-life balance, offering a range of benefits.

**Benefits**

30 days annual leave (Inclusive of 8 UK bank holidays)
Structured induction and on-going training and support
Company share incentive plan
Discounts through our employee benefits platform
Vouchers for eye test scheme
Modern offices conveniently located on the A580, close to M6 with free on-site parking
Appointment time scheme
Regular employee social events, lunches and fun activities
Free refreshments provided

You may have experience of the following: Customer Service Advisor, Customer Service Officer, Customer Service Executive, Customer Retention Advisor, Retentions Advisor, Retentions Officer, Customer Retention, Customer Relations Advisor, Customer Relations Executive, Customer Support, etc.

REF-208 800