Customer Retention Specialist

4 weeks ago

Windsor, Windsor and Maidenhead, United Kingdom Neilson Financial Services Full time
Job Overview

We are seeking a skilled Customer Retention Specialist who possesses outstanding verbal communication abilities and has a proven track record in managing both incoming and outgoing calls. The ideal candidate will demonstrate meticulous attention to detail, creativity, and a focus on solutions, consistently delivering the high-quality service that Neilson Financial Services (NFS) is known for. This role requires the ability to represent the organization’s professional image through effective communication while addressing a variety of customer concerns. The primary responsibility will be to propose suitable solutions to retain NFS clients through exceptional service.

Key Responsibilities:

  • Initiate calls to policyholders who have missed payments and facilitate payment arrangements as necessary.
  • Engage with clients to discuss, agree upon, and arrange various requests, including payment plans and policy details.
  • Address customer complaints that may arise during retention calls, escalating issues to the complaints team when required.
  • Document necessary call notes related to any handled work items, policy modifications, or payment changes to ensure accurate business records.
  • Provide clients with precise and reliable information.
  • Respond to customer cancellation requests, addressing any concerns, promoting policy benefits, and utilizing available retention tools to maintain their status as policyholders.
  • Achieve individual performance targets while contributing to overall business and team objectives, ensuring all customer service, sales, and cancellation inquiries are managed professionally and effectively.
  • Adhere to quality assurance guidelines and compliance regulations in all retention activities.
  • Report general trends regarding customer cancellation reasons to the management team.
  • Implement coaching and feedback from management to meet key performance indicators (KPIs) and expectations.
  • Communicate professionally and effectively with other departments, including Service, Claims, and Sales.
  • Stay informed about changes to company policies, processes, and procedures.
  • Log service desk requests with management when encountering system issues.
  • Report any suspected agent misconduct or customer complaints to management.
  • Efficiently manage customer requests.
  • Ensure timely delivery of customer correspondence within established company frameworks and deadlines.

Qualifications:

  • Exceptional communication and interpersonal skills, with a demonstrated ability to correspond verbally and in writing to high standards.
  • Strong attention to detail.
  • Familiarity with practices and procedures in a retention-focused environment.
  • A practical, common-sense approach to daily work-related matters.
  • Ability to perform well under pressure and meet deadlines.
  • Capability to multitask effectively while maintaining a high level of quality and service.
  • Intermediate proficiency in computer applications (Microsoft Office).

What We Offer:

  • A competitive starting salary along with commission opportunities.
  • Comprehensive training to equip you with the tools necessary for success in your career at NFS.
  • Possibility of hybrid working arrangements after a designated period.
  • A supportive team environment that celebrates your achievements.
  • Incentives and rewards, including vouchers and various prizes.
  • A fun workplace culture with regular themed events and charity initiatives.
  • Complimentary beverages to keep you refreshed.
  • Life Assurance from the first day of employment.
  • Employee Assistance Programme for personal support.
  • Local discounts for various services and establishments.
  • Wellness initiatives including free fruit and health-related benefits.
  • Enhanced parental leave policies.
  • Pension plan and generous holiday allowance.

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