Retentions Agent

Deliver a consistent outstanding experience, every time addressing the primary reason for customers contact and potential request for cancelling their waste contract. Engage and deal with a variety of customer call types ensuring each interaction is personalised.

Activities:

- Working in a call centre environment - Managing inbound and outbound calls
- Making outbound calls to existing customers with the purpose of retaining them
- Dealing with escalated high-level complaints
- Establishing, building, and managing strong long-term customer relationships
- Ensuring customer satisfaction
- Liaising with various other departments both within the business and third parties - Updating relevant information in our customers’ records
- Maintain close regular contact with assigned accounts both current and lost
- Provide advice and support to customers who are thinking of terminating their contract
- Convert account who have actively served notice of termination to convert back to active customer

**Qualifications & Experience Required**:
**Essential**:

- English & Maths Grade C/5 about above
- Excellent listening skills and be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer's needs
- Excellent communication skills
- Work in a target driven environment
- Strong customer service background
- Telephony experience desirable
- Right individual will have an enquiring mind with good listening skills, letting your passion and personality shine through while always putting our customers first and provide an amazing service as a part of our team
- Problem Solving
- Ability to multitask

**Desirable**:

- Computer literate, numerate with very good verbal and written interpersonal skills
- Experience working to call targets withing a high-volume call environment.
- Experience within a Customer environment is desirable but not essential as full training, development is provided
- Computer Skills

**What’s on offer?**
- £25K starting base salary plus incentive scheme
- Offices on the UK’s most Instagrammed street right in the heart of Newcastle city centre
- Benefits package which is second to none covering health care, pensions, enhanced annual leave. Employee assistant programme 24hrs access to GP
- 25 days holiday leave +8 days bank holidays
- Group Income Protection for long term sick
- Personal health care plan
- Personalised career path
- A culture that ensures you will love what you do