Senior Customer Loyalty Advisor

**_The Organisation:_**
- Our vision is to be the UK’s number one provider of essential workplace products and services for small businesses. We value helpfulness, reliability and innovation within our employee base, and believe in giving everyone the freedom to do what they do best. Our aim is to combine our buying power with friendly expert advice for everyone’s peace of mind that the job’s well done._
- MAIN PURPOSE_
- The purpose of this role is to ensure the delivery of an excellent ‘Direct365 Customer Journey’, with a clear focus on retention. You will develop and maintain excellent relations with existing customers resulting in increased levels of customer retention. As a Senior Customer Loyalty Advisor, you will be responsible for delivering outstanding customer service, maximising the retention of contractual customers, and ensuring the smooth transition of pre-terminated contract customers between team members. You will also provide guidance and support to other team members as a senior member of the team, helping to drive business performance and improve customer satisfaction._

**_ Key Tasks_**
- _Deliver exceptional customer service through proactive communication, issue resolution, and account management._
- _Ensure pre-terminated contract customers are distributed fairly and efficiently between team members._
- _Manage forward-dated contracts to ensure timely renewals, upgrades, or cancellations._
- _Support the Team Leader in developing and implement strategies to maximize customer retention._
- _Collaborate with internal stakeholders (e.g. sales, service, accounts and suppliers) to resolve customer issues and improve business processes._
- _Manage and take responsibility for the customer resign process (including distribution to the wider team) with the aim of retaining the account with the new business owner, including:_
- _Identifying opportunities to upsell or cross-sell customers._
- _Negotiating contract terms and pricing to retain the account._
- _Coordinating handovers between team members and ensuring seamless transitions for customers_
- _Provide guidance and support to other team members on complex cases, helping to drive business performance and improve customer satisfaction._
- _Maximize retention of contractual customers by identifying and addressing potential issues proactively and developing tailored solutions to meet their needs._

**_PERSON SPECIFICATION_**
- _2+ years of experience in a customer-facing role, with a proven track record of delivering exceptional customer service._
- _Strong communication and interpersonal skills, with the ability to build rapport with customers and the wider team._
- _Excellent problem-solving and negotiation skills, with the ability to resolve complex issues._
- _Proven experience in retention management, with a strong understanding of account management principles and practices._
- _Ability to work in a fast-paced environment and prioritize multiple tasks and projects simultaneously._
- _Excellent telephone communication skills with a confident, approachable and professional manner._
- _Ability to manage difficult situations and the stress associated with them._
- _Excellent soft skills - including listening, motivating and communicating._

**_QUALIFICATIONS_**
- _C Grade or above Maths and English G.C.S.E or equivalent_
- _A Levels or equivalent desirable_

**_CONTACTS AND COMMUNICATION_**

**_ Internal_**
- _Management Team_
- _Team Leaders_
- _Internal staff_

**_External_**
- _Suppliers and subcontractors (Both Group and External)_
- _Customers_
- _Prospects_