Customer Loyalty Advisor

Zest Group; Upton; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Weekly pay

Onsite chef and subsidised meals

Regular social events

Health cash plan

Job summary

Zest Group in Bournemouth is seeking a motivated, target-driven colleague for the Growth & Loyalty team to support the retentions function. This full-time, office-based role offers a competitive salary and weekly pay, with opportunities to develop across the customer journey.

You'll handle calls to prevent cancellations, discuss cover benefits, identify upsell opportunities, and guide customers through queries with a proactive, professional approach.

Qualifications

• Experience in retentions, complaints or sales preferred.
• Excellent telephone manner.
• Proven track record of meeting targets.
• Self-motivated team player.

Responsibilities

• Communicate with customers by phone to prevent cancellation and loss of business.
• Discuss features and benefits and reinstate plans using negotiation skills.
• Handle calls professionally and take ownership of queries.
• Identify upsell opportunities and promote relevant products.
• Advise and sell other products to meet customer needs.
• Provide guidance on queries and complaints and understand customer needs.

Skills

Retention experience

Telephone etiquette

Target driven

Negotiation

Upselling

Customer service

Job description

Ready for a new challenge? Be the reason our customers stay with Zest!

We are looking for a motivated and target driven colleague to join our Growth & Loyalty department where you will be supporting the retentions team.

This is a fantastic opportunity to showcase your skillset, gain valuable business experience and develop a deeper understanding of the wider customer journey.

Competitive salary of £26,750, OTE £36,000 - £42,000

22 days holiday (rising to 27 with tenure) + bank holidays off

Hours 9am to 5pm, Monday to Friday

Wages paid weekly, so every Friday is payday!

Modern offices in Bournemouth, spend your breaks at the beach

Onsite chef and subsidised meals

Regular social events to connect with your peers

Comprehensive training and coaching

Continuous learning and development opportunities to advance your career

Health cash plan, virtual GP, counselling and wellbeing support

Main responsibilities:

• Communicating over the phone with new or existing customers to prevent loss of business through cancellation requests
• Using negotiation and influencing skills to discuss the features and benefits of the cover and reinstate customer plans
• Professionally handling calls to ensure a high standard, taking ownership of customer queries to ensure they are dealt with professionally
• Identifying upsell opportunities and proactively promoting these where relevant
• Advise, recommend, and sell other products to meet the customers’ needs
• Providing guidance to customers regarding queries and complaints, whilst demonstrating the ability to quickly understand each customer's needs

What we are looking for:

• Retentions, complaints, or sales experience preferred
• An excellent telephone manner
• Proven track record of achieving targets
• Professional and self-motivated
• Team player with the ability to use own initiative

Closing date: Tuesday 24/11/2026

Job role: Full time, office based