Client Retentions Executive

The Collect Group; Newcastle upon Tyne; On-site; GBP 20,000 - 24,000; Full time

Job summary

A national company with a local feel is seeking a Client Retentions Lead in Newcastle upon Tyne. The role involves engaging clients, managing escalations, and improving client relationships. You should have strong organizational skills and experience in customer service. This full-time position offers a salary of £20,000 – £24,000 per year and benefits such as regular coaching and social events.

Benefits

Regular coaching

Team lunches

Seasonal celebrations

20 days holiday plus public holidays

Qualifications

• Experience in customer service and/or retention, ideally with account management responsibilities.
• Efficient in maths and English.

Responsibilities

• Monitor trade levels and engage with clients to drive customer satisfaction.
• Support with inbound and outbound calls and internal ticket system.
• Investigate queries and provide resolutions for clients.
• Handle escalations to minimize chances of losing business.
• Review pricing arrangements to maximize profitability.

Skills

Strong organisational skills

Attention to detail

Customer service experience

Ability to handle challenging situations

Job description

Role Summary

As a Client Retentions Lead, you will be responsible for:

• Monitoring trade levels and engaging with clients to gain a better understanding of their needs, expectations and perception of TCG, to drive customer satisfaction
• Working alongside customer service colleagues, to support with inbound and outbound calls, and internal ticket system
• Investigating queries and operational issues to provide resolutions for clients
• Handling escalations to minimise the chances of losing business
• Improving clients’ understanding and awareness of services to develop and enhance client relationships
• Reviewing pricing arrangements to maximise profitability and identify opportunities for increased trade
• Weekly reporting on customer service challenges and the overall status of the client base

Qualifications

This role requires strong organisational skills, attention to detail and a ‘can do’ attitude. You will take the lead on retaining business, approaching matters in a polite, professional manner, using tact and diplomacy. Experience in customer service and/or retention, ideally with account management responsibilities, is desirable. Efficient in maths and English, you will maintain confidence and professionalism in handling challenging situations and take ownership of matters to conclusion.

Benefits

This is a fun environment with a collective sense of purpose, using bespoke systems and a unique approach. You will benefit from:

• Regular coaching
• Team lunches, after‑work socials and seasonal celebrations
• 20 days holiday per year in addition to public holidays, accruing an additional day per year up to 5 years
• Working in a values‑driven environment that is Agile and Energetic, Aim for Excellence, Challenge Convention and Do What’s Right

About Us

The Collect Group is a national company with a local feel, developing solutions for national parcel networks, marketplaces, and the heroes of the high street.

Job Details

• Location: Newcastle Upon Tyne, England, United Kingdom
• Expected start date: 20/09/2021
• Job Types: Full‑time, Permanent
• Salary: £20,000.00 – £24,000.00 per year
• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Business Development and Sales
• Industries: Software Development

Application

Apply by emailing your CV and a brief covering letter outlining why you feel you would be suitable for the role to [e-mail].