Apprentice Retentions Advisor Customer Service

6 days ago

Blackburn, United Kingdom Northwest Education and Training Ltd Full time

we’re about delivering exceptional experiences with every bite. We’re looking for a proactive and enthusiastic **Retentions Advisor** to join our growing team. In this role, you’ll engage with customers who may be considering leaving our service, working to understand their concerns, resolve issues, and ultimately retain their loyalty.

You’ll play a key role in strengthening our customer relationships by offering thoughtful solutions, promoting relevant services, and ensuring every interaction leaves a positive impression.

**Key Responsibilities**
- Engage with customers via outbound and inbound phone calls to understand and address concerns that may lead to cancellation.
- Deliver tailored solutions to retain customers and promote long-term satisfaction.
- Use effective questioning and listening skills to identify root issues and resolve them promptly.
- Accurately document customer interactions and account updates using our CRM system.
- Identify opportunities to upsell relevant products or services based on customer history and preferences.
- Handle objections and resolve high-level complaints with confidence and professionalism.
- Maintain high standards of phone etiquette and a positive, customer-first attitude in every interaction.
- Collaborate with team members to share insights and improve retention strategies.

**What We’re Looking For**
- a strong sense of what is good customer service, sales, or retention.
- Strong communication and interpersonal skills with a natural ability to build rapport.
- Excellent phone etiquette and a confident, persuasive approach.
- Ability to remain calm under pressure and handle difficult conversations with empathy and professionalism.
- High attention to detail and accurate data entry skills.
- Analytical mindset with the ability to assess customer needs and recommend suitable solutions.
- A passion for customer satisfaction and a problem-solving attitude.
- Experience in objection handling and managing escalated issues effectively.
- Willingness to make outbound calls to follow up with customers as needed.

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

Pay: £7.55 per hour

Expected hours: 40 per week

**Benefits**:

- Company pension
- Employee discount
- On-site parking

Work Location: In person

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