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Client Retention Advisor
Location: Basingstoke
Salary: £30,000-£32,000 + Bonus
My client who are based in Basingstoke are seeking a Client Retention Advisor to join their team. This position will suit a highly driven and motivated individual, someone who is well organized with a keen eye for detail but most importantly, exceptional customer service skills. You will be responsible for the retention and customer journey for all clients.
Daily Duties
The key area of focus will be Customers looking to leave the business.
Once notification of a Customer Leaving is received, you will then triage the case to understand the customers current situation, then decide the best course of action to engage with the customer where the ideal outcome would be to retain them on a renewed contract.
If the customer is a confirmed leaver, a Customer Leaving letter would be sent to them where you would also confirm any Balance of Contract Charges payable.
You would then track these Balance of Contract Charges until payment is received.
For Customers Leaving, you are also responsible for checking that all services associated to the customer’s account have been correctly ceased for billing and in addition, they have correctly ceased with the carrier to ensure that the external charges to business are not ongoing.
Any stray services left behind to remind the customer they need to be ported.
For any services left behind after the customer notification period, you will arrange for a Service Retention Fee to be applied to the customer’s account.
Manage Credit Control Escalations along with customers who fall into either Liquidation or Administration.
Skills & Experience
Excellent Communication & Presentation Skills
Self-Motivated & Driven
Business Acumen & Entrepreneurial Flair
Key Eye for Detail
Customer Focused
Committed to deliver the best possible customer experience
Initiative & Problem Solving
Computer Literacy
Team Player
Resilient
