Customer Relations and Loyalty Advisor

Bandmwaste; Chester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A waste management company in Chester is looking for a Customer Retention Specialist to enhance customer satisfaction and engagement. The ideal candidate will have experience in customer service, strong communication skills, and a customer-first mindset. This role is pivotal in reducing churn and implementing tailored retention strategies. Join a committed team dedicated to sustainability and exceptional service.

Qualifications

• Experience in a customer Service or Retention focused role.
• Strong Problem-solving skills and a customer-first mindset.
• Highly organised with good time management skills.

Responsibilities

• Build strong customer relationships to deepen engagement.
• Provide excellent customer service and manage queries professionally.
• Engage with at-risk customers to offer tailored solutions.
• Implement retention strategies to retain customers long-term.
• Collaborate with teams to enhance the overall Customer Journey.

Skills

Customer Service Experience

Excellent Communication Skills

Negotiation Skills

Problem-solving Skills

Organizational Skills

Job description

About the Role

We’re on an exciting growth journey where the service we provide is at the heart of what drives our success. In this role you’ll join the Customer Relations and Loyalty team where you’ll play a key part in keeping our customers satisfied. You’ll work closely with customers to understand their needs, resolve concerns and implement strategies to deepen relationships and engagement. If a customer is thinking of leaving us, you’ll work your magic to remind customers of the best parts of working with us to reduce churn and keep customers with us for the long term. You’ll also be proactive and suggest changes to customers account to ensure we’re offering the right services for their need on an ongoing basis.

MAIN TASKS AND ACTIVITIES

• To build strong customer relationships to deepen engagement and reduce cancellations
• To provide excellent customer service and ensure all queries are managed in an efficient and professional way
• Engage with at-risk customers via phone or email to understand their concerns and offer tailored solutions
• To implement Retention strategies and put in place tailored offers to retain customers with us for the long term.
• Collaborate with Customer Service, Service Delivery, Telesales and other Teams within the business to enhance the overall Customer Journey
• Maintain accurate records of Customer interactions and information using our CRM system.
• To share the voice of the customer internally, or through data, to identify common trends and provide insights to improve retention efforts
• Help increase cross-selling opportunities to engage the customer base i.e. Simpler Recycling legislation, Heavy Bins, Confidential waste, Additional sites as well as tender opportunities
• Initiate follow-up contact 6 weeks after agreement signing to check in on the Customer Experience
• Maintain up to date Customer contracts and documentation as needed
• Maintain an excellent knowledge of company service offering and the waste management industry. Whilst also being curious and responsive to changes within the sectors/markets of our customers

SKILLS AND EXPERIENCE

• Experience in a customer Service or Retention focused role
• Excellent communication and interpersonal skills
• Ability to handle objections, negotiate and build rapport quickly
• Strong Problem-solving skills and a customer-first mindset
• Highly organised with good time management skills
• Ability to deal with people at all levels
• The desire to win

About Us

Join us on the journey…..

Over the past 30 years, Beauparc has continued to grow and acquire businesses that all share a very similar vision and set of values.We’re now a group of almost 3000 people, all contributing to that growth and success.

Whilst Beauparc is the parent company to numerous brands, we all share an ambitious vision for the future.Our primary goal is to ensure the safety and wellbeing of our people and connected partners is front and centre. As a team, we’re safer together.We deliver our customers with a partnership approach to managing their resources responsibly.We constantly push the boundaries of innovation. What’s good today can be better tomorrow.

Beauparc is not just a company, it’s a resource recovery business.Over the past three decades we’ve grown and diversified significantly, we believe that great leadership is rooted in strong values.As leaders within this industry, we’re committed to shaping a better future for our friends, families and communities.Our philosophy remains unchanged, balancing customer satisfaction with environmentally sustainable practices.Exceptional customer service, and unwavering dedication to sustainability are the cornerstones of our business.

Our journey is dependent upon talented, passionate, and dedicated people that constantly strive and challenge each other for better outcomes.

Take the first step today and join us on the journey……….

Beauparc aims to attract and retain a skilled and diverse workforce that best represents the talent available in the communities in which our assets are located and our employees reside.

(DE&I Policy Statement)