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Customer Retention Advisor

3 months ago

Norwich, United Kingdom Citation ISO Certification Ltd Full time

**Job specification**

**Role**:Customer Retention Advisor

**Team**:Retention Team

**Reporting to**:Retentions Operations Manager

**Location**:Norwich - Monday to Friday (9am-5pm)

**Salary**:£26,000 per annum - with OTE of £35,000+

**Benefits**:Pension, Health Plan, 5 weeks’ holiday (excluding Bank Holidays), your birthday day off and 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.

**About Us**

Operating in the UK since 1993 Citation ISO Certification (formerly QMS International Ltd) provides professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for 25 years, with the aim of ‘making businesses better’. Our growth plans are ambitious and we’re part of the private equity owned Citation Group. Our customer base has grown significantly over the past few years and this growth will continue - that’s where you come in.

**About You**

As a Customer Retention Advisor you will play a key role in renewing client contracts and retaining customers. If you’re motivated, resilient and have excellent influencing and negotiation skills and want to earn a heap in bonuses, you could be just who we’re looking for.
- For this role you will need to have: _
- Excellent communication skills (written and verbal)
- Strong negotiation, influencing and improvisational skills
- Strong organisation skills with the ability to multi-task / prioritise and adapt
- Proven retention,customer service and experience
- Great numerical skills
- Problem solving skills with the ability to think on your feet
- The ability to work autonomously and be able to make decisions where necessary to drive performance
- Computer literacy: previous experience of working with salesforce is advantageous
- Knowledge of ISO Certification advantageous, but not essential
- Motivation to meet targets
- Resilience

**Purpose of the role**

The primary function of the role is to renew and retain clients to support our overall client base.
- Client retention; manage the retention of our customer base to ensure that we continue to grow year on year
- Provide advice and guidance; liaise with customers who express an interest in cancelling or renewing their certification contract; with the focus being to ‘winback’ customers expressing a wish to cancel and ‘renew’ customers at the end of their current certification contract.
- Client feedback; proactively provide customer feedback data to management team regarding the service provided, in order to ensure our customer journey continues to improve and evolve in line with our customer and industry requirements.

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

**Salary**: £26,000.00-£35,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Gym membership
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

Application deadline: 22/03/2024