Customer Relations and Loyalty Advisor

Beauparc; Wirral; On-site; GBP 25,000 - 35,000; Full time

Job summary

A forward-thinking company in Wirral is seeking a Customer Relations Specialist to enhance customer engagement and satisfaction. The role involves managing customer queries, implementing retention strategies, and building strong relationships to reduce churn. Ideal candidates should have a background in customer service, excellent communication skills, and a problem-solving mindset. This is an exciting opportunity to join a team committed to sustainability and innovation.

Qualifications

• Experience in customer service or retention roles.
• Ability to handle objections and negotiate effectively.
• Strong organization and time management skills.

Responsibilities

• Build strong customer relationships to deepen engagement.
• Manage customer queries professionally and efficiently.
• Implement retention strategies to retain customers long-term.

Skills

Customer service experience

Excellent communication

Negotiation skills

Problem-solving skills

Time management

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, playing 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 considering leaving, you’ll work to remind them of the benefits of working with us to reduce churn and foster long-term loyalty. You’ll also proactively suggest account changes to ensure our services meet their ongoing needs.

Main Tasks and Activities

• Build strong customer relationships to deepen engagement and reduce cancellations.
• Provide excellent customer service and manage queries professionally and efficiently.
• Engage with at-risk customers via phone or email to understand concerns and offer tailored solutions.
• Implement retention strategies and offer tailored incentives to retain customers long-term.
• Collaborate with Customer Service, Service Delivery, Telesales, and other teams to enhance the customer journey.
• Maintain accurate records of customer interactions using our CRM system.
• Share customer insights internally to identify trends and improve retention efforts.
• Increase cross-selling opportunities, such as recycling legislation, heavy bins, confidential waste, additional sites, and tender opportunities.
• Follow up with customers six weeks after agreement signing to check on their experience.
• Keep customer contracts and documentation up to date.
• Maintain a strong knowledge of our services and the waste management industry, staying responsive to sector changes.

Skills and Experience

• Experience in customer service or retention roles.
• Excellent communication and interpersonal skills.
• Ability to handle objections, negotiate, and build rapport quickly.
• Strong problem-solving skills and a customer-first mindset.
• Highly organized with good time management skills.
• Ability to interact effectively with people at all levels.
• A desire to succeed and win.

About You

We are looking for passionate, dedicated individuals who are eager to contribute to our growth and success.

About Us

Beauparc has grown over the past 30 years, acquiring businesses that share our vision and values. We are a group of nearly 3,000 people committed to safety, sustainability, and innovation. Our goal is to deliver excellent customer service while protecting the environment and supporting our communities. We believe in strong leadership rooted in our values and in fostering a diverse, talented workforce.

Join us on this journey to make a positive impact and be part of a forward-thinking company dedicated to shaping a sustainable future.