Retentions and Customer Service Executive

3 days ago

Reading, United Kingdom UTP Merchant Services Ltd Full time

**Retentions and Customer Service Executive**

**Location**: Reading

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

**Hours of Work**: Full-Time (basic hours are 9:00am to 5:30pm)

**About the Company**:
UTP Merchant Services Ltdand its sister companyare two of the fastest growing, innovative fintech organisations in the UK.Through a mixture of innovation and a focus on delivering outstanding customer service, they are committed to providing theircustomer base with market leading credit and debit card processing solutions.

With a customer base of over 20,000 customers, approximately £1.5 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.

**About the Retentions and Customer Service Executive Role**:
Reporting into the Retentions Manager, the Retentions Executives will be responsible for improving and refreshing the relationships with their current customer base through targeted call campaigns, as well as discovering the reasons for customer attritionto deliver insights on their current service.

**Retentions and Customer Service Executive Responsibilities**:

- Responsible for contacting the existing client base through different points in their lifecycle with our client 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 that 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 they operate within

**Retentions and Customer Service Executive Requirements**:

- 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 of Reading

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