Customer Service Senior Specialist- Retention - Spanish Speaking

TN United Kingdom; Abingdon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in customer service is seeking a Customer Service Senior Specialist focused on retention. The role requires strong Spanish and English communication skills and involves managing customer renewals while ensuring satisfaction. The position offers a flexible working culture and an excellent work/life balance.

Benefits

25 days annual leave plus birthday off

3 discretionary days off during holiday season

Company funded private medical insurance

Employee assistance programme

Life assurance and optical care

Qualifications

• Strong written and verbal skills in English and Spanish.
• Previous experience in Retention or Account Management.
• Strong analytical capabilities and advanced Excel skills.

Responsibilities

• Manage annual renewals for non-sales deal accounts.
• Respond to customer queries via Salesforce, email, and phone.
• Drive and close renewals for assigned accounts.

Skills

Customer Focus

Analytical Skills

Communication

Time Management

Tools

Salesforce

Microsoft Office

Job description

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Customer Service Senior Specialist- Retention - Spanish Speaking, Abingdon

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Client:

Location:

Abingdon, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d5fc05250a99

Job Views:

3

Posted:

23.05.2025

Expiry Date:

07.07.2025

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Job Description:

Job Description

This position involves working with a dedicated global renewals and retention team; an integral part of the department providing outstanding customer service to help retain existing customers, and to ensure an ongoing revenue stream in accordance with Company practice and procedures. You will be managing the annual renewals for non-sales deal accounts within the US and South America regions, providing support and bespoke renewal offering to accommodate the customer budgets to optimise renewal revenue and ensure first-rate customer satisfaction.

You will be communicating with our customers in both English and Spanish, so strong written and verbal Spanish language skills are essential.

Location:

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance to ensure that as a balanced worker they can make it to our office in Milton Park, Oxfordshire, to collaborate as required. Time spent in the office is likely to range from 10%-80% of working hours, with a minimum of 1 day a week in the office.

Closing Date: Applications will close on 25th October 2024.

What you’ll be doing:

Tasks are likely to include:

• Actively drive and close renewals for assigned accounts in the US region by developing strong, sustainable relationships via health check and outbound retention telephone calls, using denial data and discount structures, to minimize cancellations and maximize retention and achieve the annual forecasts.
• Respond to customer queries daily via Salesforce email, live chat, or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, denial data to prevent lost revenue, in line with policies/procedures, KPI’s, and Customer First training best practices.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner and investigate outstanding and unallocated payments and organise the application of payments.
• Liaise with the Agent team to follow up on lapsed subscriptions and payments, to ensure customers are responded to in a professional and timely manner.
• Manage cancellation requests to reduce the risk of cancellation within specified SLA’s, using the agreed discount structure and denial data.
• Maintain Salesforce, by updating customer details accurately in a timely manner, documenting all account ownership.
• Provide monthly reporting from the region, outlining performance, activity, and trends in the region.
• To contribute to continually enhancing service levels and customer experience throughout all touchpoints, to deliver the best customer experience.
• Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area.
• Meet all turnaround times, daily/weekly targets, and quality expectations; daily management of own workload including prioritisation.
• On the back of customer contacts, review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Actively participate in meetings, expressing your viewpoint but also recognising and listening to others.

Qualifications

What we’re looking for:

• Strong written, verbal skills in English and Spanish including strong telephone skills to be able to communicate clearly and concisely via email, telephone, and live chat.
• Previous experience within Retention or Account Management is essential; building customer relationships and management of complex/challenging customer issues.
• Strong analytical capabilities and advanced excel skills for reporting.
• A determination to drive results and effective time management skills.
• Must be extremely customer-focused with a passion to exceed expectations by putting the customer at the heart of decisions.
• A confident communicator with a focus on listening and attention to detail, who can quickly build internal and external relationships and handle customer complaints.
• A critical and creative thinker, who seeks opportunities to deliver improvements.
• Must be self-motivated and energetic; able to work independently under pressure to deadlines with effective time management skills, and with minimal supervision.
• An effective team player, with proven ability to build and maintain good working relationships while retaining a positive and flexible attitude.
• Experience of Microsoft Office and proven ability to acquire technical and system knowledge.

Additional Information

What we offer in return:

• An excellent work/life balance with a flexible working culture.
• 25 days annual leave per year plus an extra day off for your birthday.
• 3 additional discretionary days off during the holiday season at the end of the year.
• 4 paid volunteering days each year.
• Company funded private medical insurance.
• Employee assistance programme – 24/7 well-being support.
• Share Match – plan that matches every share purchased with two free shares.
• Life assurance, optical, and medical care.

Training and Professional Development:

We’re passionate about providing you with the tools and resources to reach your career goals. We’ll support you through a bespoke development plan, resources, coaching, and support to help you grow.

Application process involves screening, possible video interview, competency-based interview, and final stage before an offer.

About Taylor & Francis Group:

We value diversity and are committed to an inclusive environment. We promote work-life balance, well-being, and flexible working. Learn more on our Careers Site or LinkedIn ‘Life’ Page.