Customer Support Officer

SUEZ; West of England; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Flexible working

Health & wellness

Career development

Job summary

SUEZ is looking for a Customer Retention specialist to be the first point of contact for clients in the region, handling requests and queries and driving retention strategies. The role includes managing at risk accounts, renegotiating terms to protect margins, coordinating with internal teams, and supporting upsell campaigns while maintaining a strong customer relationship.

The successful candidate will contribute to a sustainable future, benefit from flexible working arrangements, and have

Responsibilities

• Proactively manage the ‘customer at risk’ process relating to the branch customer portfolio – ensuring timely resolutions and retention, by means of service amendment, re-negotiations with clients and internal stakeholders.
• Make sure profit margin is in line with regional and budget expectations when re-negotiating with clients and internal stakeholders.
• Record and maintain all potential customer at risk branch churn, identifying and reporting any trend that may be developing.
• Manage branches priority list, making recommendations where / when necessary.
• Promote our services, support the retentions team during upselling campaigns.
• Management of the regions age debt, on stop list and liaising with effected customers.
• Liaise with functional departments that may impact on customer relations / retention.
• Recognise where customers may be at risk and upselling opportunities within the regional portfolio.

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:

• Proactively manage the ‘customer at risk’ process relating to the branch customer portfolio – ensuring timely resolutions and retention, by means of service amendment, re-negotiations with clients and internal stakeholders.
• Making sureprofit margin is in line with regional and budget expectations when re-negotiating with clients and internal stakeholders.
• To record and maintain all potential customer at risk branch churn, identifying and reporting any trend that may be developing.
• Manage branches priority list, making recommendations where / when necessary.
• Promote our services, support the retentions team during upselling campaigns.
• Management of the regions age debt, on stop list and liaising with effected customers.
• Liaise with functional departments that may impact on customer relations / retention.
• Recognise where customers may be at risk and upselling opportunities within the regional portfolio.

You'll manage thethree month hand over of accounts from FSE to the retentions team and we’ll need you to keep up to date with current costs and prices required for collection services, so you can better support the retentions team and customer,strengthening the relationship with SUEZ by coordinating regular contact with the customer by means of newsletters and territory management.

Who we are

Join us, and you’ll be part of a forward-thinking business where people are free to grow. In a workplace where respect, team spirit, customer focus, and commitment to the environment are real values – not just words on a page. As part of our dedicated team, you’ll play an important part in the essential work we are doing to build a sustainable future.

At Suez, we believe in investing in our people. You’ll have access to continuous learning and development opportunities, empowering you to reach your full potential. Our inclusive culture ensures that everyone’s voice is heard and valued, fostering innovation and collaboration.

We offer competitive benefits, including flexible working arrangements, comprehensive health and wellness programs, and opportunities for career advancement.

If you’re ready to take on this challenge and be part of a team that’s dedicated to making a positive impact, Together, we can build a sustainable future.