Retentions Advisor
Haydock, St Helens, Merseyside
Monday-Friday, 9am-5.15pm, 36.25 hours per week
£27,750 basic salary
Uncapped commission and quarterly & annual incentives
OTE £35k, top achievers earning £40k+
About the role
· The retentions team are pivotal in helping us achieve our ambitious growth plans and help us ensure that our customers are looked after and rewarded for their loyalty.
· The successful candidate will report into the Retentions Team leader and be part of a team who always put the customer at the heart of everything they do.
· In return you will be part of a fast paced team who are driven to succeed but also have some fun along the way! As part of the PayPoint group there are plenty of opportunities for future career development and you’ll get plenty of support along the way.
· Working toward a set of commercial KPIs (retained customers), you will be speaking to existing customers who have either requested their account to be closed or we have identified as being at high risk of leaving. You will identify and resolving any issues they have and reinforcing the benefits of our proposition, to provide customers with the best solution for them.
Key responsibilities
· Professionally handle all customer contact from various sources (Telephone, letter, email)
· Make outbound calls to customers who are flagged as “at risk”
· Identify and resolve customer issues through effective questioning and objection handling
· Pro-actively support contract renewals
· Cross sell additional products and services that are of benefit to each customer
· Prepare new pricing quotations for customers (utilising pricing metrics to do this)
· Understand and adhere to industry standards and other compliance/regulatory/best practice guidelines e.g. GDPR / customer duty
· Maintain and develop relationships with internal departments
· Maintain accurate system records – using (url removed) and other internal platforms
· Develop an understanding of the UK payments market, specifically understanding competitor propositions and how we compare
· Suggest and implement improvements to working practices and procedures
About you
· Target focused with a proven track record of delivering performance
· Excellent negotiation and objective handling skills
· Strong communicator with a confident telephone manner
· Takes ownership of queries, problems and projects and manages to resolution
· Able to manage own workload and work unsupervised if necessary
· PC Literacy – use of in-house database and MS Office applications
· Team player with a clear focus on providing excellent customer service
· The ideal candidate will have at least 12-months experience within a Sales or Retentions telephony role (Desirable)
About us
Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable proposition that is unrivalled and when you combine this with our core values of transparency, honesty and integrity, it is clear to see why our Trust Pilot reviews are the best in the industry.
Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.
Benefits
· 25 days annual leave, plus 8 UK bank holidays
· Company share incentive plan
· Free on-site parking
· Contributory pension scheme and life assurance (subject to conditions)
· Structured induction and on-going training and support
· Opportunity to progress through the business
· Discounts through our employee benefits platform
· Offices conveniently located on the A580, close to M6
· Employee social events and lunches
· Free refreshments provided
You may have experience in the following: Retentions Advisor, Customer Retention Advisor, Retention Specialist, Customer Retention Executive, Account Retention Advisor, Retentions Executive, Telesales Advisor, Telesales Executive, Inbound Sales Advisor, Customer Account Manager, Customer Service Advisor, Sales Advisor, etc
