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- Tasks: Lead a team to deliver exceptional customer experiences and drive retention.
- Company: Join a vibrant beauty and skincare business with a fast-paced environment.
- Benefits: Competitive salary, supportive team culture, and opportunities for professional growth.
- Why this job: Make a real impact in customer service while developing your leadership skills.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Flexible working hours and a dynamic team atmosphere await you.
The predicted salary is between 22730 - 32730 £ per year.
A fantastic opportunity has arisen for an experienced Customer Service & Retention Advisor to join a busy and fast-paced beauty and skincare business. 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.
As the Lead Customer Service and Retention Advisor, you will:
- 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.
- Ensure 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.
- Own discount code management, including setup and expiry.
- 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.
- 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.
Candidate Requirements:
- Experience in a customer focused role ideally within a contact centre environment.
- Previous experience in sales, upselling, cross selling, product promotion, retentions or similar sales role is essential.
- Excellent complaint management skills to ensure positive outcomes.
- Experience with Microsoft Office and/or Google Suite.
- Previous experience of a senior/supervisory position in a customer service environment.
- Strong 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.
This role is commutable from: Birmingham, Dudley, Halesowen, Coventry, Walsall, Wolverhampton, West Bromwich, Solihull, Bromsgrove, Tamworth.
This role would suit candidates with the following experience: Sales & Service, Customer Retention, Customer Sales, Retentions Advisor, Sales Advisor.
Hours: Monday – Thursday, 8:30 am - 5:00 pm, Friday 8:30 am - 4:00 pm.
Salary: £27,276 Per Annum.
Lead Customer Service & Retention Advisor in Birmingham employer: Brampton Recruitment Ltd
Contact Detail:
Brampton Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Customer Service & Retention Advisor in Birmingham
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer calls and emails, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Show off your problem-solving abilities! Be ready to discuss how you've handled difficult customer situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your strengths.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Lead Customer Service & Retention Advisor in Birmingham
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service roles. We want to see how you've handled customer queries and complaints, so share specific examples that showcase your skills in this area.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. Mention how your past experiences align with the responsibilities of the Lead Customer Service & Retention Advisor role.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and make sure your passion for customer service shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Brampton Recruitment Ltd
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge, especially in the beauty and skincare sector. Familiarise yourself with common customer queries and complaints, as well as effective retention strategies. This will show that you're not just a candidate, but someone who understands the industry.
✨Showcase Your Communication Skills
Since this role requires excellent communication, practice articulating your thoughts clearly and confidently. Prepare examples of how you've handled difficult customer interactions in the past, focusing on your complaint management skills. This will demonstrate your ability to maintain a positive customer experience.
✨Be Ready to Discuss Metrics
Understand key performance indicators (KPIs) related to customer service and retention. Be prepared to discuss how you've achieved or exceeded these metrics in previous roles. This shows that you’re results-driven and can contribute to the team's success.
✨Bring Ideas for Improvement
Think about potential improvements for customer service processes or retention strategies that could benefit the company. Presenting actionable insights during your interview will highlight your proactive approach and willingness to contribute to the team’s success.
