Customer Service Retention Advisor

West Sussex.info; Littlehampton; On-site; GBP 20,000 - 30,000; Full time

Benefits offered by this job

Life Insurance Cover x10 Annual Salary

Competitive pension scheme

Private healthcare coverage

Employee Assistance Programme

Discounts across major retailers

25 days annual leave + bank holidays

Job summary

A customer service organization is looking for a Customer Service Retention Advisor in Littlehampton, England. This role focuses on protecting and expanding the client base through proactive engagement and high-quality service. Responsibilities include managing client communications, executing retention strategies, and ensuring client satisfaction. Candidates should have excellent communication skills and be proficient in Microsoft applications, with a strong emphasis on service delivery. The position offers various benefits, including life insurance, a pension scheme, and generous annual leave.

Qualifications

• Previous experience in a high-volume customer experience environment.
• Focus on delivering exceptional service.
• Ability to work in a fast-paced environment and adapt to change.

Responsibilities

• Manage inbound and outbound customer calls.
• Develop and maintain strong relationships with clients.
• Process and track retention metrics accurately in CRM systems.

Skills

Customer service experience

Proficient in Microsoft Dynamics CE

Excellent written and verbal communication skills

Problem-solving skills

Resilient and adaptable

Tools

Microsoft Teams

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Role Summary

The Customer Service Retention Advisor is responsible for protecting and expanding our client base through proactive engagement, targeted retention strategies, and consistently high-quality service that drives loyalty and reduces churn. This role promotes the company’s full range of services while ensuring exceptional client satisfaction at every interaction. The Advisor will manage a variety of inbound and outbound communications, build strong and trusted relationships, and deliver tailored solutions that meet individual client needs. A key focus of the role includes executing campaigns aimed at improving patient outcomes through product upgrades and conversions. Success in this position requires excellent communication skills, empathy, and a deep understanding of Ostomy and Continence Care.

Key Responsibilities

• Manage Prescription Service inbound calls maintaining expected Service Levels
• Conduct outbound retention, win-back, prospective client and prescription service calls using structured objection-handling and retention techniques.
• Process EPS tokens and paper prescriptions accurately in the CRM system, resolving issues where needed and maintaining complete, compliant records of all activity.
• Develop and maintain strong relationships with existing clients to ensure loyalty and reduce churn.
• Identify at-risk clients and implement proactive retention strategies.
• Educate clients on Hollister and Dansac products, promote upgrades where clinically appropriate, and seek Clinical Team guidance where needed.
• Promote Fittleworth Delivery Service to all our potential customers and attract new patients to Fittleworth.
• Communicate value propositions clearly and effectively.
• Adapt to use a range of techniques to handle objections and retain/win clients whilst providing excellent service.
• Achieve individual and team key performance indicators (KPIs).
• Resolve issues efficiently, ensuring a positive client experience.
• Gather feedback and elevate concerns where necessary to improve service delivery.
• Enrol new clients onto the Fittleworth system.
• Maintain accurate client records in CRM systems.
• Track retention metrics and report on performance against targets.
• Work in line with standard operating procedures and client call scripts.
• Maintain the accuracy and quality of client records in line with General Data Protection Regulations (GDPR).
• Log complaints as received and elevate as required in line with agreed processes.
• Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients.
• Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner.
• Any other reasonable duties as requested by your Team Leader, the Department Manager, Director or the Company Director Team in their absence.

Skills & Experience

• Previous experience of working in high-volume customer experience environment.
• Proficient in all Microsoft applications including but not limited to Dynamics CE, Teams, Outlook, Excel and Word.
• Focus on delivering exceptional service.
• Excellent telephone manner.
• Resilient and adaptable to change.
• Results-oriented with strong problem-solving skills.
• Team player with a proactive approach.
• Excellent written and verbal communication skills.
• Essential requirements: leading by example, demonstrating Bold Behaviour, taking accountability and ownership.

What we offer

• Life Insurance Cover x10 Annual Salary (subject to the T&C’s of the scheme)
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy
• Internal refer a friend/family scheme