Customer Support Officer

SUEZ; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading company in a role where you'll be the primary contact for customers in your region. As a Customer Relations Manager, you will proactively manage customer queries and optimize retention strategies while contributing to sustainability efforts. Enjoy a culture that values growth, respect, and teamwork while advancing your career.

Benefits

Flexible work arrangements

Health and wellness programs

Career advancement opportunities

Qualifications

• Experience in customer relationship management and retention.
• Strong negotiation skills are essential.
• Ability to manage customer queries effectively.

Responsibilities

• Manage customer at risk processes to ensure retention.
• Ensure profit margins align with regional expectations.
• Promote services and support retention efforts.

Skills

Customer focus

Negotiation

Problem-solving

Communication

Job description

What will I be doing?

Whenever our customers need to talk to us, you’ll be the person they speak to. In fact, you’ll be the first point of contact for clients in your region, dealing with requests, queries, and tasks large and small.

This will involve:

1. Proactively managing the ‘customer at risk’ process related to the branch customer portfolio – ensuring timely resolutions and retention, through service amendments and re-negotiations with clients and internal stakeholders.
2. Ensuring profit margins align with regional and budget expectations during re-negotiations.
3. Recording and maintaining all potential customer at risk branch churn, identifying and reporting any developing trends.
4. Managing the branch priority list and making recommendations when necessary.
5. Promoting our services and supporting the retentions team during upselling campaigns.
6. Managing the region's aged debt, liaising with affected customers, and handling stop list issues.
7. Liaising with functional departments impacting customer relations and retention.
8. Recognizing customers at risk and identifying upselling opportunities within the regional portfolio.

You will also manage the three-month handover of accounts from FSE to the retentions team. It’s important to stay updated on current costs and prices for collection services to support the retentions team and strengthen customer relationships through regular contact, newsletters, and territory management.

Who we are

Join us and become part of a forward-thinking company where personal growth is encouraged. Our workplace values respect, teamwork, customer focus, and environmental commitment. As part of our team, you'll contribute to building a sustainable future.

At Suez, we invest in our people, offering continuous learning and development opportunities to help you reach your potential. Our inclusive culture values every voice, fostering innovation and collaboration.

We provide competitive benefits, including flexible work arrangements, health and wellness programs, and career advancement opportunities. By joining Suez, you’ll play a vital role in making a positive impact in the world.

If you’re ready for this challenge and want to be part of a team dedicated to sustainability, apply to Suez today. Together, we can build a better future.