Customer Complaints Agent

4 days ago

Norwich, United Kingdom Epos Now Full time

**Customer Complaints Agent**

**Location: Norwich**

**Salary: £26,000**

Epos Now exists to add value to the lives and businesses of our customers. We are the leader in cloud POS systems, helping over 30,000 businesses grow. We possess a market leading product and an award-winning brand. And being in a period of hyper growth, there has never been a more exciting time to join our team as a Customer Retention Advisor.

We look for people who are resilient, confident, have a proactive attitude and an excellent phone manner. Are you a confident rapport builder with a proven track record in customer retention? You may be the perfect fit to put our POS customers first.

As a Customer Retention Advisor you will be proactively making calls to customers who are looking to cancel their service with us, with the aim of building a strong relationship with them, dealing with any complaints or issues they have had with the service, and providing them the confidence to stay with our platform. This team will be confident negotiators, experienced in sales and comfortable in handling difficult conversations.

**Customer Retention Advisor duties**:

- Performing outbound calls to our customers within 24 hours of them cancelling the service.
- Processing orders, preparing correspondence and fulfilling needs of existing customers that are at risk of cancelling their services.
- Addressing complaints and reasonings for a customer wanting to leave the platform, with the goal of increasing satisfaction and securing renewals or saves.
- Building and managing a pipeline of upsell opportunities regularly meeting the sales targets.
- Develop meaningful customer relationships to support business growth, maximising the value of Epos Now system including upsell opportunities for all customers to increase customer lifetime and value.
- If a customer does leave the platform, then providing feedback to relevant teams internally as to why that customer left.
- Reducing the percentage of customers with outstanding payments.

**Customer Retention Advisor requirements**:

- Confident and experienced in making outbound calls to B2B customers.
- Previous experience directly dealing with customer complaints or retention is desirable.
- Experience with sales and being driven by targets is beneficial.
- Excellent communicator.
- Ability to persuade and negotiate with decision makers. Resilient with a calm mentality.

**Benefits worth getting excited about**:

- Progression & increased basic salary through revenue targets.
- Increasing holiday allowance and holiday trading opportunities.
- Exclusive retail, restaurants, travel and accommodation discounts
- Modern ‘London-style’ offices with PS4s, ping pong tables & summer tiki bar.
- Company pension scheme with Scottish Widows.
- Cycle to work scheme.
- Dental and healthcare plans (salary sacrifice).
- 24/7 access to health / well-being online centre and employee assistance programme.
- Long service and half annual awards. Company celebratory events (summer and winter).

Check out Trustpilot ('excellent') online for independent reviews and an insight into our products and services and Glassdoor (4.4/5) online for reviews on us as an employer.

  • Customer Complaints Handler

    2 days ago

    Norwich, United Kingdom Epos Now Full time

    **About the Role** As a Complaints Agent you will be responsible for the successful handling of customer complaints in the business, utilising retention methods to mitigate dissatisfaction and increase customer retention. You will serve as the owner for customers who have raised a complaint with our products or services. You will play a critical role in...

  • Customer Retentions Agent

    2 days ago

    Norwich, United Kingdom Epos Now Full time

    **About the company.** We are a market-leading fintech company that supports over 30,000 businesses across 71 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are expanding our customer service department to support a growing customer...

  • Customer Retentions Agent

    4 days ago

    Norwich, United Kingdom Epos Now Full time

    **The shift pattern for this position is 2pm - 10pm, Monday to Friday** **About the company.** We are a market-leading fintech company that supports over 50,000 businesses across 80 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are...

  • Customer Service Shop Professional

    1 week ago

    Norwich, United Kingdom Salesupply UK Ltd Full time

    **Join Our Team as a Customer Service Shop Professional!** Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment? If so, we have the perfect opportunity for you! **What You'll Do**: As a **Customer Service Shop Professional**, you will be the expert for your designated shop, acting as a key...

  • Customer Service Agent

    4 days ago

    Norwich, United Kingdom Auxillis Full time

    **Salary**: £25,351 pa + bonus up to £1,850 pa OTE **Weekly Hours**: 42.5 hours / week **We’re here to keep people moving, that’s what we do.** As a **Customer Service Agent**, you play a key role in taking our award-winning service directly to customers doors - **expertly **making sure our vehicles are where we need them to be, when we need them to...

  • Complaints Advisor

    1 week ago

    Norwich, Norfolk, United Kingdom Epos Now Group Full time

    Are you passionate about turning customer challenges into positive experiences? Do you thrive on solving problems and restoring customer trust? If so, we'd love to hear from youAbout the RoleAs a Complaints Advisor within our service team, You'll play a critical role in owning and resolving customer queries with empathy, urgency, and care. You will be...

  • Collections and Customer Support Agent

    2 weeks ago

    Norwich, United Kingdom Norwich Trust Limited Full time

    **Norwich Trust Collections and Customer Support Agent** **Based in Norwich** **Are you looking for the next step in your customer service career within the financial services sector?** We are looking for **confident** and **organised** individuals with **strong negotiation and customer service skills** to help customers that are experiencing financial...

  • Complaints Handler

    1 week ago

    Norwich, United Kingdom Broadland Housing Full time

    Complaints HandlerAgile Hybrid Homeworking - Based at any of our offices (Norwich Gt Yarmouth Dereham or Kings Lynn)Full time 37 hours a week Monday Friday Starting Salary at 31305 with future progression opportunities to 33302 per annumPermanent ContractAbout the roleWe have an exciting opportunity for a Complaints Handler to join our team. This role plays...

  • Complaints Handler

    2 days ago

    Norwich, United Kingdom Broadland Housing Full time

    Complaints Handler Agile Hybrid Homeworking - Based at any of our offices (Norwich, Great Yarmouth, Dereham or Kings Lynn) Full time 37 hours a week Monday Friday Starting Salary at 31305 with future progression opportunities to 33302 per annum Permanent Contract About the role We have an exciting opportunity for a Complaints Handler to join our team. This...

  • Customer Service Agent Part Time

    1 week ago

    Norwich, United Kingdom Northgate Vehicle Hire Full time

    **Salary**: £13,948 pa **Weekly Hours**: 25 hours / week **As the UK’s leading vehicle rental specialists, we make a commitment to keep our customers mobile, that’s what we do.** As a **Customer Service Agent**, you expertly bring to life the Northgate experience, managing the needs of customers, colleagues and managers to ensure our vehicles are where...