Customer Service Agent

2 days ago

Reading, United Kingdom UTP Merchant Services Ltd Full time

**Position**:Customer Service Agent

**Reporting To**: Retentions Manager

**Status**:Permanent

**Salary**:£20,000 per annum plus benefits

**Hours: Full Time**

**Based**:Reading

**The Company**:
With a customer base of over 20,000 customers, approximately £3 billion is processed across UTP’s estate of credit card machines each year with many hundreds of new customers being added on a monthly basis.

**The Role**:
Reporting into the Retentions Manager, the Customer Service Agent will be responsible for improving and refreshing the relationships with our current customer base through targeted call campaigns, as well as discovering the reasons for customer attrition to deliver insights on our current service.

**Duties and Responsibilities include**:

- Responsible for contacting our existing client base through different points in their lifecycle with UTP to discuss their service, add value and maintain relationships - all with a view to reduce attrition
- Responsible for contacting our past client base to uncover the reasons why they have cancelled their contracts and provide meaningful insights to the business
- Responsible for monitoring the company's service delivery through feedback surveys delivered to the customers, analysing and reporting on the data
- An understanding of retentions and the importance of this role within the business, to allow effective prioritisation and management of workload
- Quickly develop knowledge of our core products and procedures to be able to understand the customer journey
- Rapidly develop a thorough understanding of the payments industry and the market sector we operate within

Will be able to evidence
- Positive outlook with proactive problem-solving skills
- Self-motivation and ability to work individually as well as part of a team
- Excellent verbal and written skills
- Exceptional organisational skills, particularly in relation to time-management and prioritisation
- Confident and professional phone manner
- High attention to detail and an analytical mindset
- Living within a reasonable commute to Reading

At UTP we recognise that our employees are our greatest asset and we like to reward your hard work with benefits that we think you will love Our aim is to continually support you in work but our of work too...

Here's a glimpse at what's on offer:
**For your pocket**:

- Enhanced pension contributions
- Discounts & freebies on food/drink/tech/gadgets/entertainment and much more
- Free eye tests with Specsavers

**For Fun**:

- Last Friday of the month - drinks on us
- Quarterly team building event
- Annual awards ceremony
- Access to our mediation, hypnosis and yoga platforms

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

**Salary**: £20,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- READING: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

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