Customer Retention Executive

Culligan UK; Birmingham; Sur place; GBP 24 000 - 34 000; Plein temps

Avantages offerts par ce poste

Holiday entitlement

Pension scheme

Sick pay

Cycle to work

Rewards platform

Health Assured EAP

Learning & development

Onsite parking

Life assurance

Résumé du poste

Culligan UK Limited is seeking a Customer Retention Executive to protect and grow our customer base by engaging with customers considering leaving, resolving issues, and delivering service that reinforces loyalty. This on-site role operates Monday to Friday, 08:45–17:00, focusing on empathetic problem solving, negotiation, and proactive outreach to drive satisfaction and reduce churn.

You will monitor feedback and collaborate with colleagues to improve processes while benefiting from our

Qualifications

• Strong interpersonal and communication abilities.
• Excellent problem-solving and negotiation skills.
• Ability to stay calm and handle challenging conversations.
• Customer-centric mindset with a passion for delivering exceptional service; analytical mindset to interpret data.

Responsabilités

• Proactively contact customers considering cancellation or downgrade, understanding concerns and needs.
• Use empathy and negotiation to retain customers with tailored solutions.
• Investigate and resolve complaints promptly for positive outcomes.
• Build trust and rapport through clear communication and a customer-first approach.
• Monitor retention metrics, identify trends, and provide feedback to reduce churn.

Connaissances

Interpersonal skills

Problem-solving

Negotiation

Calm under pressure

Customer-centric

Analytical skills

Description du poste

Description

At Culligan UK Limited, our focus is on delivering exceptional customer experiences that lead to long-lasting relationships. We are looking for a dedicated Customer Retention Executive to join our team and play a pivotal role in retaining our valued customers.

Role Overview

As a Customer Retention Executive you will be responsible for engaging with customers who are considering leaving or have expressed dissatisfaction. The role focuses on delivering outstanding customer service, resolving issues effectively, and creating positive experiences that encourage customers to stay loyal to the brand.

This role is based on-site, Monday - Friday.

Hours: 08:45 - 17:00

Key Responsibilities

• Proactively contact customers who have signaled intent to cancel or downgrade services, understanding their concerns and needs.
• Use empathy, problem-solving, and negotiation skills to retain customers by offering tailored solutions and alternatives.
• Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
• Build trust and rapport with customers through clear communication and a customer-first approach.
• Monitor retention metrics, identify trends, and provide feedback to improve processes and reduce churn.

Requirements

• Strong interpersonal and communication skills
• Excellent problem-solving and negotiation abilities
• Ability to remain calm under pressure and handle challenging conversations
• Customer-centric mindset with a passion for delivering exceptional serviceAnalytical skills to interpret data and identify improvement opportunities

Benefits

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme