Senior Customer Service and Retention Officer

Absolute Collagen; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading beauty company in Birmingham is looking for a Senior Customer Service and Retention Advisor to enhance customer experience while achieving retention targets. This role involves collaboration with team members to ensure high-quality service delivery and operational support. Successful candidates should have previous customer service experience, strong communication skills, and a passion for delivering excellent customer service. The position offers a hybrid work arrangement with multiple perks, including an annual bonus and generous holiday allowance.

Benefits

34 days paid holiday per year

Hybrid working model

Annual bonus

Health Cash Plan

Life Assurance

Regular team outings

Cycle to work scheme

40% discount for family & friends

Free products

Qualifications

• 2-3 years experience in a customer focused role.
• Previous experience in a senior/supervisory position in a customer service environment.
• Retention experience is essential.

Responsibilities

• Provide operational support to deliver exceptional customer experiences.
• Drive team retention and support continuous improvement initiatives.
• Collaborate with the Customer Service Lead to ensure efficient operations.

Skills

Customer service experience

Strong communication skills

Analytical mindset

Organizational skills

Problem-solving skills

Tools

Microsoft Office

Google Suite

Job description

We are Absolute Collagen, the Original Collagen Specialists and one of the top 100 certified great places to work! Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities.

Our values underpin our essence as an Absoluter; Authenticity, Collaboration, Entrepreneurial and Responsibility at our core.

We recruit talented people from a diverse range of backgrounds and cultures, providing equality and inclusivity for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We champion bringing your true self to work. Together, we embrace the unknown, tackle challenges head-on, and create a future filled with endless opportunities.

MAIN PURPOSE OF THE ROLE:

As the Senior Customer Service and Retention Advisor, you will play a key role in delivering exceptional customer experiences while driving retention and continuous improvement through collaboration and innovation. You will provide operational support, uphold process quality, and ensure the team maintains strong product and service knowledge to maximise positive customer outcomes.

Retention will also be a core part of your role, not only will you need to hit individual retention targets, you will be required to drive team retention by generating ideas and initiatives and providing training and support.

In addition, you will work closely with the Customer Service Lead to ensure daily operations run smoothly and efficiently.

ROLE REQUIREMENTS:

• Remain operationally active by handling customer calls, emails, and chats to maintain first-hand insight into customer experience
• Contribute to team performance metrics, achieving individual KPIs and retention targets
• Act as the first point of contact for day-to-day operational queries, escalating to the Customer Service Lead (CSL) when required
• Play a key role in ensuring the retention toolkit is effective and drives the right customer behaviours
• Work closely with the CSL to ensure individual and team retention targets are consistently achieved, providing additional coaching and support to the team where required
• Maintain process guides, macros, and training documentation to ensure accuracy, consistency, and best practice
• Own discount code management, including setup and expiry
• Support rota management by allocating “other tasks” on a weekly basis and adjusting allocations based on resource availability
• Collect and analyse customer, product, and competitor feedback as requested by CSL (e.g. Mention Me, complaints, compliments, and reviews).
• Provide clear, actionable insights to the team, CSL, and wider business to support product development and process/service improvements
• Support “voice of the customer” reporting across cross-functional projects and strategic discussions
• Deliver onboarding systems and “how-to” training for new starters, act as a training buddy through probation periods, and provide refresher training on processes and systems when requested to the existing team
• Champion operational knowledge sharing and best practice across the Customer Service team
• Support the team with initial complaint responses to help reduce the volume of escalated cases. Handle escalated calls and e-mails when needed
• Manage day-to-day tickets for AI review, as requested by the CSL, to support ongoing AI development within Customer Service
• Share operational responsibilities during periods of CSL absence
• Support the planning of Customer Service team events and recognition initiatives, working closely with the CSL to foster a positive team culture.
• Role model AC’s values of Authenticity, Collaboration, Responsibility, and Entrepreneurial

QUALIFICATIONS & EXPERIENCE

• 2-3 years experience in a customer focused role
• 2+ years of Microsoft Office and/ or Google Suite
• Previous experience of a senior/supervisory position in a customer service environment
• Retention experience is essential
• Basic to Intermediate computer skills
• Clear, effective and confident communication skills
• Excellent written and spoken English.
• Confident and clear telephone manner
• Ability to multitask and prioritise workload
• Excellent time management and administrative skills to deliver results
• Working in a fast paced environment
• Excellent complaint management skills to ensure positive outcomes

SKILLS & ATTRIBUTES

• Strong organisational and problem solving skills with an eye for detail
• Target and outcomes driven
• Passion for delivering excellent customer service
• Analytical mindset, with the ability to turn feedback into actionable insight
• Clear and confident communicator with the ability to share knowledge effectively
• Enthusiastic, collaborative and adaptable in a fast paced environment
• Self motivated and proactive in driving operational improvements

INCENTIVES & REWARDS

• 34 days paid holiday per year including bank holidays
• Hybrid working - 3 days in the office and 2 days working from home
• Annual bonus!
• Health Cash Plan
• Life Assurance
• A fun, laid back office where you are not just a number on the payroll. Our brand ethos “Safe, important and respected” applies as much to our team as to our clients, suppliers etc.
• Regular team outings with drinks & activities
• You will be expected to grow and learn in this role and we will give you tailored support to do so
• Cycle to work scheme
• 40% off for family & friends
• Free products!