Retentions Advisor

Handepay; Haydock; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave

Company share incentive plan

Free on-site parking

Contributory pension scheme and life

Structured induction and on-going培训

Opportunity to progress through the bu

Discounts through our employeeBenefits

Offices conveniently located near M6

Employee social events and lunches

Free refreshments provided

Job summary

Handepay, part of the PayPoint Group, is seeking a Retentions Advisor in Haydock. You will handle customer contact, focus on reducing churn, and contribute to growth while working Monday to Friday 9am-5.15pm (36.25 hours).

The role offers a basic salary of £27,750 with uncapped commission and incentives, with an OTE of £35k and top earners £40k+. You’ll join a fast-paced team prioritising customer loyalty and outcomes.

Qualifications

• Proven track record delivering performance in a target driven role.
• Excellent negotiation and objection handling skills.
• Strong communication via telephone and other channels.

Responsibilities

• Professionally handle all customer contact from various sources (Telephone, letter, email).
• Make outbound calls to customers flagged as at risk.
• Identify and resolve customer issues through effective questioning and objection handling.
• Pro actively support contract renewals.
• Cross sell additional products and services that are of benefit to each customer.
• Prepare new pricing quotations using pricing metrics.
• Adhere to GDPR and other regulations; maintain system records.

Skills

Target focused

Negotiation

Telephone manners

Ownership of queries

Workload management

PC literacy

Customer service

Job description

Retentions Advisor

Haydock, St Helens, Merseyside

Monday-Friday, 9am-5.15pm, 36.25 hours per week

£27,750 basic salary

Uncapped commission and quarterly & annual incentives

OTE £35k, top achievers earning £40k+

About the role

The retentions team are pivotal in helping us achieve our ambitious growth plans and help us ensure that our customers are looked after and rewarded for their loyalty.

The successful candidate will report into the Retentions Team leader and be part of a team who always put the customer at the heart of everything they do.

In return you will be part of a fast paced team who are driven to succeed but also have some fun along the way! As part of the PayPoint group there are plenty of opportunities for future career development and you’ll get plenty of support along the way.

Working toward a set of commercial KPIs (retained customers), you will be speaking to existing customers who have either requested their account to be closed or we have identified as being at high risk of leaving. You will identify and resolving any issues they have and reinforcing the benefits of our proposition, to provide customers with the best solution for them.

Key responsibilities

• Professionally handle all customer contact from various sources (Telephone, letter, email)


• Make outbound calls to customers who are flagged as “at risk”


• Identify and resolve customer issues through effective questioning and objection handling


• Pro actively support contract renewals


• Cross sell additional products and services that are of benefit to each customer


• Prepare new pricing quotations for customers (utilising pricing metrics to do this)


• Understand and adhere to industry standards and other compliance/regulatory/best practice guidelines e.g. GDPR / customer duty


• Maintain and develop relationships with internal departments


• Maintain accurate system records – using (url removed) and other internal platforms


• Develop an understanding of the UK payments market, specifically understanding competitor propositions and how we compare


• Suggest and implement improvements to working practices and procedures

About you

• Target focused with a proven track record of delivering performance


• Excellent negotiation and objective handling skills


• Strong communicator with a confident telephone manner


• Takes ownership of queries, problems and projects and manages to resolution


• Able to manage own workload and work unsupervised if necessary


• PC Literacy – use of in-house database and MS Office applications


• Team player with a clear focus on providing excellent customer service


• The ideal candidate will have at least 12-months experience within a Sales or Retentions telephony role (Desirable)

About us

Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable proposition that is unrivalled and when you combine this with our core values of transparency, honesty and integrity, it is clear to see why our Trust Pilot reviews are the best in the industry.

Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.

Benefits

• 25 days annual leave, plus 8 UK bank holidays


• Company share incentive plan


• Free on-site parking


• Contributory pension scheme and life assurance (subject to conditions)


• Structured induction and on-going training and support


• Opportunity to progress through the business


• Discounts through our employee benefits platform


• Offices conveniently located on the A580, close to M6


• Employee social events and lunches


• Free refreshments provided

You may have experience of the following: Customer Retentions Advisor, Retention Advisor, Retentions Adviser, Customer Retention Specialist, Customer Sales Advisor, Customer Service and Retentions Advisor, Outbound Sales Advisor, Telesales Advisor, Renewals Advisor, Sales Advisor, Call Centre Advisor, Contact Centre Advisor, Call Centre Sales Advisor, Contact Centre Sales Advisor, Customer Service Advisor, Sales Executive, Inside Sales Executive, Telesales Executive, Outbound Sales Executive, Business Development Executive, Sales Development Representative, Account Executive