Client Retentions Executive

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

Benefits offered by this job

Regular coaching

Team lunches

20 days holiday plus public holidays

Job summary

The Collect Group in Newcastle upon Tyne is seeking a Client Retentions Executive to help retain business and deliver high-quality service. You will monitor trade levels, engage with clients, and work with the customer service team on inbound and outbound calls.

With strong maths and English, you will own retention matters, handle queries and escalations, review pricing to maximise profitability, and provide regular status updates on the client base.

Qualifications

• This is a role that requires strong organisational skills, attention to detail and a ‘can do’ attitude.
• You will have experience in customer service and/or retention, ideally with account management responsibilities.

Responsibilities

• 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

Job description

Client Retentions Team

Role Summary

• 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

What We Are Looking For

This is a role that 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.

You will have experience in customer service and/or retention, ideally with account management responsibilities. Efficient in Maths and English, you will maintain a confident professionalism in handling challenging situations and take ownership of matters towards conclusion.

What’s In It For You

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 where we are 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.

Expected start date: 20/09/2021

Job Types: Full-time, Permanent

Salary: £20,000.00-£24,000.00 per year