Client Relationship Specialist

The Portfolio Group; Hinckley; Presencial; GBP 25.000 - 42.000; Jornada completa

Descripción de la vacante

The Portfolio Group Inc. in Hinckley is seeking a Client Relationship Specialist to act as the main point of contact for clients looking to cancel or renegotiate their agreements. You will investigate concerns, own cases from start to finish and find practical ways to retain business with a personal, non-scripted approach.

You will communicate clearly with clients, work with internal teams to resolve issues, and aim to outperform retention targets while delivering excellent customer service.

Formación

• Experience in client relationships, account management, customer service, complaints handling or customer retention within a B2B environment.

Responsabilidades

• Act as the main point of contact for clients looking to cancel or renegotiate their agreements.
• Get to the bottom of client concerns and find practical ways to retain their business.
• Handle challenging conversations professionally, confidently and with a personal touch.
• Work with internal teams to investigate complaints and get issues resolved quickly.
• Take ownership of cases from start to finish, keeping clients informed along the way.
• Help clients understand the value of the service they receive and why staying makes sense.
• Work towards retention targets while maintaining a high standard of customer service.

Conocimientos

Client relationships

Account management

Customer service

Complaints handling

B2B environment

Descripción del empleo

Good at turning unhappy clients into happy ones? This could be right up your street.

I'm working with an established business services organisation looking for a Client Relationship Specialist to join their team in Hinckley.

This is a role for someone who enjoys people, knows how to handle a difficult conversation and can turn a negative experience into a positive one.

You'll be the go-to person for business clients who are unhappy, looking to cancel or wanting to renegotiate their agreements. Your job is to understand what's gone wrong, take ownership and find a solution that gives them a reason to stay.

No robotic scripts or ticking boxes here. It's about having proper conversations, building trust and finding the right outcome for the client and the business.

What will you be doing?

• Acting as the main point of contact for clients looking to cancel or renegotiate their agreements.
• Getting to the bottom of client concerns and finding practical ways to retain their business.
• Handling challenging conversations professionally, confidently and with a personal touch.
• Working with internal teams to investigate complaints and get issues resolved quickly.
• Taking ownership of cases from start to finish, keeping clients informed along the way.
• Helping clients understand the value of the service they receive and why staying makes sense.
• Working towards retention targets while maintaining a high standard of customer service.

What am I looking for?

I'm keen to speak with people who are naturally good with people, confident communicating and comfortable dealing with situations that aren't always straightforward.

You might come from a background in client relationships, account management, customer service, complaints handling or customer retention within a B2B environment.

More importantly, you'll be someone who:

• Can stay calm and professional when conversations get challenging.
• Knows how to listen, ask the right questions and get to the heart of an issue.
• Enjoys finding solutions rather than simply passing problems on.
• Is commercially minded and understands the importance of retaining clients.
• Is target-driven, organised and comfortable working in a fast-paced environment.
• Takes pride in delivering a great client experience.

If you enjoy building relationships, solving problems and making a genuine difference to how clients feel about a business, this is a chance to put those skills to good use.

You'll have the opportunity to take ownership, work with different teams and play a direct part in keeping valuable business relationships strong!