Retentions Advisor

memorial plus; Tockington; On-site; GBP 25,000 - 32,000; Full time

Job summary

Join a dynamic team as a Contact Centre Advisor where your passion for customer service will shine. In this full-time role, you'll engage with RAC members, helping them renew their coverage while ensuring they receive the best service possible. This position offers a competitive base salary, with the potential for bonuses, and a comprehensive training program to enhance your skills. Enjoy a rewarding career with flexible shifts and a supportive environment that values your contributions. Be part of a company that prioritizes customer satisfaction and employee growth, making a real impact on the lives of over 2 million customers.

Benefits

Bonus Scheme

23 Holidays + Bank Holidays

Pension Scheme Contribution

Family Leave Support

24/7 Personal Support Service

Car Salary Sacrifice Scheme

Free Breakdown Service

Online Discounts Portal

Comprehensive Training Program

Qualifications

• Experience in customer service or sales roles is preferred.
• Ability to engage with customers effectively and empathetically.

Responsibilities

• Deliver exceptional service to customers and retain members.
• Engage with members renewing their membership and promote benefits.
• Maintain accurate records and provide customer service support.

Skills

Customer Service

Sales Experience

Communication Skills

Empathy

Resilience

Education

High School Diploma

Relevant Customer Service Training

Tools

CRM Systems

Job description

Do you know how to deliver an exceptional customer experience? Whether you’ve worked in retail, hospitality, sales or a call centre environment, as a Contact Centre Advisor you will carry out the responsibility of a Renewals and Retention Advisor to our existing members.

This is a busy and challenging role; you'll bring your resilience, tenacity, enthusiasm and energy, and be right at home within our outstanding Bristol team!

Base salary of £25,585 for a 35-hour working week, with an OTE of up to £32,000!

START DATE: Monday 3rd February 2025

Must be able to commit to 3 weeks full-time training (Mon-Fri)

As a Customer Renewals & Retention Advisor operating in our call centre, you’ll take calls from RAC members who want to discuss their membership or are looking to renew their cover. You’ll be an expert on the features and benefits of RAC Breakdown Cover, and you’ll have the customer service skills to keep them onboard.

Working within our Inbound Renewals & Retention team, you will be responsible for retaining and renewing our members at the best price for them and for RAC. You’ll have accountability for meeting and exceeding targets set by the wider business to ensure the continued growth of RAC on our journey to be number one for driving services!

This is a full-time, permanent role based at our iconic Bradley Stoke office. Shift requirements will fall within our opening hours of Monday – Friday 08:00 – 19:00, Saturday and Sunday 09:00 – 17:00 (alternative weekends (Saturday OR Sunday with rest day in the week))

Benefits and rewards:

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

• Eligibility to join our bonus scheme
• Holidays - 23 & bank holidays rising to 25 with service & bank holidays
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments
• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household
• Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options
• FREE RAC Ultimate Complete Breakdown Service from Day One
• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more

When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

What you’ll be doing:

• Delivering Exceptional Service to our customers ensuring we have the customer at the heart of everything we do
• Operate in a fast-paced environment, where we deliver exceptional customer focused solutions in order to retain our members
• Effectively engage with members who are renewing their membership with us
• Reviewing their Customer memberships and promoting our differences versus competitors
• Providing great Customer Service to our customers through keeping accurate records up to date and providing the basic customer service responsibilities.
• Recording member data and requests in an accurate manner using RAC systems

To be the best, we want the best. We’re looking for Customer Renewal Advisors who:

• Enjoy talking to customers
• Are empathetic and able to build rapport with our members, in an outgoing, engaging manner
• Are self-motivated and passionate about finding the right outcomes for customers
• Have a desire to deliver a first-class customer experience to over 2 million customers.
• Can demonstrate the ability to stay focused in a fast-paced sales contact centre, and work well under pressure to meet KPIs
• Ideally have previous experience working within a sales focussed environment and can demonstrate excellent customer service.

More information about the role can be found here: Video Link

What can we offer in return?

• Bonus scheme with additional earning potential up to 22% OTE monthly
• Competitive rewards package
• Flexible shifts and working hour patterns
• A first-class, comprehensive training programme to enhance your skills and behaviours to ensure you become a great advisor!
• A fantastic career framework, with solid support and a clear plan, allowing everyone to progress within this ever-growing business.

Together we are all #OrangeHeroes. Be a part of our journey!

We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.