Job Description
As a Customer Loyalty Advisor you will play an integral part in defining process and executing the day-to-day retention activity to ensure we minimise loss whilst identifying ways of encouraging growth through technology migration, upgrade and cross-sell, introducing new services within the managed base.
You will work with the managed base, engaging them in promoting retention and upsell and assisting with higher value retention opportunities, where required. You will directly manage the retention opportunities ensuring the customer is retained and recommitted in contract whilst exploring additional product upsell opportunities.
Salary: £22,308 plus realistic OTC £18,000 per annum
Location: Nelson
Working Hours: Monday to Friday – 08:30/09:00 – 17:00/17:30 (37.5hrs)
Key responsibilities:
* Proactively contact and manage the base seeking to maintain revenues and grow the customers product set.
* Grow your knowledge of products & tariffs as well as provide regular feedback to enhance the commercial picture.
* Communicating with and updating Field Account Managers will be essential to improve our ability to service and retain customers.
* Performing inbound and outbound call activity
* Establish a suitable resolution for both the customer and the business in a timely manner.
* Identify opportunities to maximise growth and revenue through cross selling opportunities, referring where appropriate, to specialist sales teams.
* Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.
* Increase customer loyalty and reduce churn working in synergy with other departments.
* To deliver against the key business objectives, business service level agreements and individual key performance indicators.
* Ensure clear, concise, and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.
* Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet.
* Maintain and improve average customer spend through effective opportunity management.
* Collaborate with the Head of Sales to align department goals with the overall sales strategy and business objectives.
* Stay updated with industry trends, competitor activities, and technological advancements to adjust strategies accordingly.
Qualifications
* Be able to demonstrate an ability to work within a fast-paced environment within the service industry.
* Ability to understand, analyse and interpret data.
* Take ownership of issues and follow through to conclusion.
* Can do attitude with a flexible approach to work.
* To build and maintain good working relationships with both internal and external customers.
* Possess excellent, assertive and controlled telephone manner.
* A high level of professionalism.
* Excellent communication skills - both verbal and written.
* Proven experience in achieving sales targets in telecommunications or a related industry.
* Demonstrated expertise in creatively retaining customers and implementing innovative solutions.
Additional Information
Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort
But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.
Our ethos is simple: the more you put in the more you get out.
Here are some of the benefits that we offer…
* 25 days holidays, plus bank holidays.
* Professional development to help you achieve your personal goals
* Eye care vouchers available and discounted Medicash membership
* Access to discounts and savings at more than 1,200 retailers
* An additional day off on your birthday or if you're getting married
* Auto enrolment following probation into a salary pension scheme
* Access to exclusive offers on a range of Daisy products
* Up to four weeks’ company sick pay over a 12-month rolling period