Customer Success & Renewal Specialist

Once For All; Basingstoke; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Wellness fund

Pension

Life Assurance x 3

25 days holiday plus 8 Bank Holidays,

Holiday Purchase Scheme up to 5

1 paid and 1 unpaid volunteering day

24/7 and 365 Days Employee Assistance

Team and company offsite events

Specsavers eye care voucher

Free Tea, Coffee and fruit every week

Job summary

Once For All in Basingstoke is seeking a Customer Success professional to deliver exceptional service through phone and email support and effective issue resolution.

You will manage customer relationships, explain pricing and renewal options, and demonstrate ROI of our cloud-based subscription products in a fast-paced, high-volume environment.

The role requires empathy, resilience and collaboration with Finance and Account Management to reduce churn and drive successful outcomes.

Qualifications

• Show a high level of resilience to price related objections whilst articulating the value of our products with customers.
• The ability to navigate difficult conversations in a calm and professional manner.
• Strong ability to manage and overcome objections while progressing conversations constructively with the potential of turning them into opportunities.
• Someone with exceptional communication skills. You must be able to write and speak clearly and be able to explain complex processes to customers in a straightforward way.
• The ability to de-escalate, to quickly diffuse tense conversations by maintaining composure, actively listening, and guiding customers towards constructive outcomes.
• Someone who is enthusiastic and shows passion and excitement for their job.
• A fast learner with the ability to adapt to new information and systems efficiently, showing agility in learning and applying new skills and technologies.
• Someone who can prioritise and perform effectively under pressure.
• Someone who is dependable and organised and can follow through on commitments they make both internally and externally.
• Enthusiastic about technology with strong computer literacy.
• Someone with 1 year of commercial experience, either in sales, retention or subscription-based business.
• We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.

Responsibilities

• Answer inbound calls and emails professionally and efficiently.
• Managing relationships by provide exceptional level of service with customers via phone and email. Addressing membership queries.
• Understand and accurately record callers’ queries, resolving them directly or routing to the appropriate team.
• Provide accurate product help and next‑step guidance to your customer.
• Communicate the value of membership and return on investment.
• Confidently understand pricing structure and be able to communicate this to customers.
• Manage inbound customer queries to support the reduction of churn.
• Deliver difficult pricing messages with honesty, clarity, and empathy while ensuring the customer feels supported.
• Diagnose the root cause of pricing complaints quickly and determine the correct resolution path or escalation.
• Handle escalated pricing conversations calmly and empathetically while maintaining clear, controlled communication.
• Log and manage all customer interactions, tasks, and journeys within ChurnZero and Salesforce to ensure consistent follow-up and visibility, maintaining an accurate and compliant flow of information.
• Work efficiently in a high‑volume, reactive environment while maintaining resilience and consistent professionalism.
• Collaborate effectively with Finance, Customer Success, Verification, and Account Management, sharing trends to improve cross‑functional alignment.

Job description

Once For All in Basingstoke is seeking a Customer Success professional to deliver exceptional service through phone and email support and effective issue resolution.

You will manage customer relationships, explain pricing and renewal options, and demonstrate ROI of our cloud-based subscription products in a fast-paced, high-volume environment.

The role requires empathy, resilience and collaboration with Finance and Account Management to reduce churn and drive successful outcomes.