Customer Loyalty Advisor

About The Role
**_Customer Care Professionals - we’re looking for you_**
**_Job Title: Customer Loyalty Advisor _**
**_Location: Skelmersdale_**
**_Salary: £20,000 OTE: £28,450._**
**_Full Time position - guaranteed full time hours_**:

- The purpose of this role is to ensure the delivery of an excellent ‘Direct365 Customer Journey’, with a clear focus on retention and administration.You will develop and maintain excellent relations with existing customers resulting in increased levelsof customer retention. This is to be achieved through proactive and reactive communication with our customers who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellationof services. You will deliver performance’s that maximise competitive advantage. You will work in a challenging, motivational culture and environment, where all team members develop and demonstrate their full potential.In turn achieving business KPI’s andobjectives._
**_A day in the life of a Customer Loyalty Advisor at Direct365, and what you’ll need:_**:

- _Maintain excellent knowledge of our portfolio of products and services to understand customer’s needs._
- _Respond to incoming requests for cancellation of services and persuade our customers to remain with us._
- _Proactively contact customers who are identified at risk of cancellation and ensure that every opportunity to retain has been explored._
- _Identify opportunities to turn dissatisfied customers into happy customers._
- _Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us._
- _Report regularly to Team Leader on all activities relating to the role._
- _Be innovative and forth coming with ideas to improve service to customers reducing the risk of cancellation and development of retentions._
- _Deliver excellent customer care and administration whilst liaising with other departments to resolve customer queries to assist with retention of all customers._
- _Collect weekly figures and deliver to Team Leader._
- _To ensure that customer complaints/cancellations are resolved promptly to the customers satisfaction and handled at the first point of customer interface._
- _To work as part of a team to develop the concept of One Team = One Organisation, taking ownership of challenges and foster an environment of continuous improvement._
- _Proactively look for opportunities to up sell products and services to enhance the customer experience and increase revenue._
- _A minimum of two years’ experience within a Customer Retention role._
- _A successful track record of achieving objectives and KPI’s._
- _A determined, outgoing, and competitive attitude with a passion for Customer Care and track record in negotiating and balancing customer needs/expectations with business KPI’s._
- _Excellent time management skills._
- _Team player with the ability to always portray a positive attitude._
- _Excellent telephone communication skills with a confident, approachable, and professional manner._
- _Ability to manage difficult situations confidentially and efficiently._
- _Excellent communication skills including listening and motivating._
- _Well, presented with a positive, proactive approach._
- _IT Literate - MS Office, Excel, Outlook, and PowerPoint packages plus the ability to adapt to new CRM systems._

**_In return for your commitment and expertise as a Customer Loyalty Advisor at Direct365, you will get:_**:

- _An annual basic salary of £20,000.00 - OTE £28,450.00_
- _23 days annual leave plus bank holidays_
- _37 hour working week
- Monday to Friday (no weekends)._
- _We offer accredited ILM Training in house and external training. _
- _Company pension scheme._
- _Holiday buy and sell scheme (after 6 months)._
- _£1000 discounts and savings via PHS Perks._
- _Ongoing career and development opportunities._
- _Full training and support._
- _24-hour Wellbeing Helpline._
- _Free Parking_
- If this sounds like you then we will be looking forward to hearing from you._
**_About us_**
**_At Direct365, 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 freedomto 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._**
**_Direct365 is part of the phs Group, the UKs leading Hygiene Services provider.
The PHS Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporating numerous businesses during its 59 years of business._