Customer Retention Executive

British Red Cross; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Remote & Hybrid

Pension Scheme

Discounts

Wellbeing Support

Learning & Development

Cycle to Work

Death in Service

Job summary

British Red Cross is seeking a Customer Retention Executive in Salford, Greater Manchester. The role focuses on nurturing relationships with customers, renewing first aid training seats and driving additional sales while delivering outstanding service in a target-driven environment.

You will renew training for customers, optimise outbound communications, and work with cross-functional teams to maintain market leadership in first aid training across the UK.

Qualifications

• Excellent customer service experience and you relish the opportunity to work towards achieving targets.
• You’ve previously worked in a sales / business development role.
• You’re IT literate with a range of packages / programs.
• A positive personality and a 'can do' attitude where you're always looking to find solutions.
• You're excited by the chance to work alongside a passionate and diverse team, ensuring inclusive practice and promoting diversity.
• Strong communication skills and enjoy talking to different people daily.

Responsibilities

• Engage with first aid training customers who have previously attended a course and renewals.
• Register customers to renew first aid training sessions to keep their skills up to date.
• Proactively address customer requirements and optimise outbound calls and emails.

Skills

Customer service

Sales experience

IT literate

Communication

Team player

Tools

CRM software

Job description

About The Role Customer Retention Executive Location: Salford, Greater Manchester (Hybrid home and office, x mandatory days per week in the office, Monday and Tuesday) Hours: per week Salary range: £, plus possibility to earn commission on sales (£, + per year on-target earning) Per Annum Contract: Permanent

Can you provide outstanding customer service within a target driven environment? At the British Red Cross, we’re looking for an outstanding customer service teammate. Can you sell first aid courses and products while nurturing relationships to encourage additional sales? Your work will be crucial in developing the uptake and renewal of first aid training courses across the UK. Directly ensuring the public are educated on how to treat someone in an emergency.

A day in the life of a Customer Retention Executive: You’ll focus on engaging with first aid training customers who have previously attended a course and whose qualifications are expiring. You’ll register them to renew first aid training sessions. Ensuring their skills are up to date and that they are ready to help anybody in need during and emergency. You’ll optimise outbound call and email opportunities by leveraging data-driven insights. Thus, you can personalise communication, enhance customer engagement, and proactively address customer requirements. You’ll build excellent customer relationships and look to enhance customer satisfaction. You’ll communicate with your customers via a range of channels, particularly by telephone and email. You’ll work within the sales department, which is home to our sales, retention, key accounts and service teams. You’ll also work closely with a range of other support services for Red Cross Training. This includes our resource planning, venues, training, marketing and field-based teams. Your dedication will ensure Red Cross Training remains a market leader in the provision of first aid training.

What does it take to be a successful Customer Retention Executive?

• Excellent customer service experience and you relish the opportunity to work towards achieving targets.
• You’ve previously worked in a sales / business development role.
• You’re IT literate with a range of packages / programs.
• A positive personality and a 'can do' attitude where you're always looking to find solutions.
• You're excited by the chance to work alongside a passionate and diverse team, ensuring inclusive practice and promoting diversity.
• Strong communication skills and enjoy talking to different people daily.

The closing date for your application is on Monday th March .

• Flexible working: Remote and hybrid working, flexitime, compressed hours, and job sharing.
• Holidays: days annual leave (including bank holidays) plus the option to buy extra leave.
• Pension Scheme: Up to % contributory pension.
• Recognition Platform: Managers can reward great work with retail vouchers.
• Discounts: Discounts through our Reward Gateway, Blue Light Card, Tickets for Good, and more.
• Wellbeing Support: Peer Supporters, CiC (EAP) & Headspace App.
• Learning & Development: A range of career and learning opportunities.
• Will Writing Service: Access to a free will writing service.
• Death in Service: A tax-free lump sum paid to your beneficiary in the event of your death.
• CycleWork: Lease a bicycle through the scheme.

We are proud to be a Disability Confident and Carers Confident employer.
We are dedicated to building an inclusive, equitable and wellbeing-focused culture where everyone feels safe, valued and can thrive. Guided by our Equity, Diversity, Inclusion and Wellbeing Strategy, we foster belonging, psychological and physical wellbeing, and work to remove barriers to fair opportunities. Grounded in compassion and anti-racist practice, we listen to diverse voices, value lived experience and create environments where staff and volunteers can succeed. Join us and be part of an organisation that leads with care, celebrates difference and helps everyone succeed.

Together, we are the world's emergency responders