Customer Retention / Loyalty Advisor

Job Description

About The RoleCustomer Retention experience Great at rapport building Looking for a career, not a jobLoyalty Advisor SkelmersdaleRealistic OTE of £29,525 with guaranteed base salary of £22,050Great hours Monday to Friday, no evenings or weekendsFull time permanent positionThis is important! Are you good at building trust, solving queries, and retaining customers’ business Do you excel at finding solutions for customers and winning them over through excellent service If you are skilled at customer retention and increasing theirloyalty, we have an exciting role for you.We are Direct365, an established and trusted provider of essential workplace products and services. We’re part of phs Group, the leading hygiene services provider in the UK, so you’re joining a secure, market-leading company. And we are growing! We want a LoyaltyAdvisor to help retain customers who may be thinking of changing supplier or cancelling services. We establish the reason, advise on what we can offer them and look to retain their valued custom. We’re in a competitive environment, so we’re looking for thebest, which we hope is you! Let us tell you why you will love it here…Firstly, you will be valued here. You will be a vital part of our continued success. Our vast array of essential products and services and your expertise and rapport in retaining customers will be the perfect match. You’ll join a friendly, engaging team herewho work well together, and support you when you need it. You will also be listened to, and your experience and feedback on improvements will be appreciated. Your role will be varied and interesting, finding the best solutions for our wonderful customers,in a secure, market-leading company.A day in the life of a Loyalty Advisor at Direct365:

• Proactively calling customers who have not used us recently, to understand their needs, re-establish that connection and see if we can help them.
• Some customers may be thinking of cancelling their services. We need to understand the reasons and provide solutions to persuade them to stay.
• If the reason a customer wants to cancel might affect other customers, we must be proactive and raise this with the management team.
• You’re an ambassador for the company, so understanding the many products and services that will enhance customers relationships with us is vital.
• You will also identify solutions and opportunities to match / upsell suitable products and services to improve customers’ businesses.The ideal candidate for a Loyalty Advisor at Direct365:
• Someone with at least 2 years’ experience in a similar sales or retention role.
• An engaging, persuasive person who builds rapport with professionalism and integrity.
• Your passion for customer care should be matched with your competitiveness and determination to retain our customer’s valued business with us.
• You will need to have great IT and administrative skills for this role.In return for your commitment and expertise as a Loyalty Advisor, you will get:
• A very realistic OTE of £29,525 with a guaranteed base salary of £22,050
• No weekend or evening working – great hours Monday to Friday (37.5 hours a week)
• Amazing employee discounts with major supermarkets and retailers with ‘phs Perks’
• Training to expand your skills. We offer accredited ILM training through external and in-house training
• Apprenticeship opportunities on completion of the probationary period
• 23 days holiday plus bank holidays (31 days in total) plus a Buy / Sell holiday scheme
• Free Parking onsite so no parking costs
• Other benefits such as improved parental and paternity leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more…

It’s an excellent opportunity for the right person with great customer retention experience to join us – we’re looking forward to hearing from you. Apply now.About usDirect365’s vision is to be the UK’s number one provider of essential workplace products and services for small businesses. We value helpfulness, reliability and innovation within our employee base, and believe in giving everyone the freedom to do what theydo best. Our aim is to combine our buying power with friendly expert advice for everyone’s peace of mind that the job’s well done.Direct365 is part of the phs Group, the UKs leading Hygiene Services provider.phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporatingnumerous businesses during its 61 years of business.At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.