Retention Executive

1 week ago

Manchester, United Kingdom Interactive Technology Corporation Full time

**Retention Executive**

**Full Time - Monday to Friday - 10am to 6pm**

This is an opportunity to join a fast-growing technology, marketing and support services business with circa 90 staff based in Didsbury, South Manchester. Founded in 2004 we have grown year on year and have established ourselves as a leader in our field.

As Retention Executive you will work within our established and expanding Retention Department. The focus of the role is to use your strong Customer Service skills to grow and maintain our client base, focusing on Retention, Customer Satisfaction, and the promotion of services. This will involve building lasting relationships with all our customers, whilst working internally with our friendly and supportive Customer Support and Marketing Departments to achieve our collective goals.

**Key Responsibilities and Duties**
- Act as an escalation point for any complaints or closure requests that cannot be dealt with during initial contact
- Proactively reach out to various segments of players, providing a friendly and personalised service with the intention of improving both our player retention rate and customer satisfaction
- Propose ideas and campaigns to help increase the activity and longevity of players, whilst also looking for ways to keep them engaged with our services on offer
- Build strong and lasting relationships with players, ensuring that you’re a consistent, reliable, and informative source for a player to turn to

**Required Skills and Experience**
- A solid understanding of what great customer service looks like and why it’s so important to any business
- An engaging personality, someone who will naturally gain rapport with our varied customer base
- Must display flexibility to adapt well to change with enthusiasm and positivity.
- Excellent interpersonal skills and active listening skills
- Clear communication skills and a strong command of the English language
- Strong attention to detail
- A supportive team player who understands why communication within a small team is crucial
- A friendly and patient attitude, combined with the right amount of determination and professionalism
- Your time management and efficiency skills will be a key contributor to this role as you will be required to multitask across several projects
- Must be able to meet tight deadlines, targets & work under pressure
- Be willing to learn influencing skills to ensure desired outcomes are achieved
- Experience of managing the delivery of a high-quality service to meet KPIs
- Must be PC literate and be competent using Microsoft office
- An ability to learn and operate multiple systems
- Must understand Data Protection, including GDPR compliance

**We Offer**
- A competitive Royal London pension scheme
- Annual bonus
- A company funded health scheme to help maintain a great work-life balance
- Great prospects for career progression and CPD opportunities
- Relaxed and friendly working environment aided by our awesome breakout room - Playstation, Nintendo switch, ping pong, bean bags..
- Two annual summer and winter parties
- Free fruit, tea, coffee and ice cream vans when the sun plays out
- Dogs, not every day, but from time to time we bring our 4 pawed pals in for cuddles
- Casual dress code
- 24 days holiday increasing with length of service
- Plenty of other benefits including Cycle to work scheme, tech scheme and staff discount scheme
- Partnership with Everymind at Work and Spill, providing you with the access to a therapist service and numerous mental health tools to ensure healthy wellbeing at work
- Bippit - Your own individual Financial Advisor
- Lastly free car parking and an easy commute to the office either via car or public transport

**What Next?**

Chosen applicants will be invited to complete an assessment prior to attending an interview.

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

**Salary**: £22,400.00-£23,500.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Financial planning services
- Free parking
- Health & wellbeing programme
- On-site parking
- Private dental insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Work Location: Hybrid remote in Manchester

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