Customer Retention Specialist

6 days ago

Sheffield, United Kingdom National Education Group Full time

Due to continued growth, National Education Group is structuring it's Membership team to dedicate team members to specific areas of the departments needs. As such, we are recruiting a **Customer Retention Specialist** to join our busy team. This role will report directly to the Membership Manager. We work with thousands of schools, and we are looking for a highly motivated and enthusiastic individual with a passion to succeed.

**Responsibilities include (not an exhaustive list)**:

- To manage cancellation requests in an approachable but clear manner retaining customer memberships.
- Provide effective and timely communication with customers on queries, invoice issues and cancellation requests
- To provide innovative solutions to customer cancellations, understanding customer requirements in a consultative approach
- To approach cancelled customers and reintroduce updated solutions to them to bring them back into the customer base.
- Develop strategies and recommendations to retain customers before cancellation based on working with the membership manager, sales and membership account managers
- Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
- Document all customer interactions in the appropriate databases
- Enhance customer loyalty and upsell accordingly
- Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating customer needs
- To perform any additional administration tasks to support the membership manager and membership team
- Must demonstrate passion and enthusiasm for the National Education Group and company core values at all times
- Strong organizational and communication skills, team orientated philosophy, and problem solving skills.
- Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines
- High levels of integrity and discretion
- Ability to communicate effectively with a variety of groups
- Highly motivated, organized individual who is able to work effectively with mínimal supervision
- Strong computer skills, specifically spreadsheets and data management
Sound judgment and flexibility in balancing competing priorities

Work remotely
- Yes

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

**Salary**: £23,000.00-£28,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

**Education**:

- Diploma of Higher Education (preferred)

**Experience**:

- customer service: 2 years (preferred)

Reference ID: MJD/CRS/V1.0

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