At a Glance
- Tasks: Support client retention by providing exceptional service and negotiating agreements.
- Company: Join a fast-paced, innovative company transforming people management.
- Benefits: Enjoy competitive salary, enhanced holidays, private healthcare, and gym discounts.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping clients thrive and grow their businesses.
- Qualifications: Exceptional customer service skills and proven negotiation experience in B2B.
The predicted salary is between 31500 - 38500 £ per year.
Salary: Salary up to £30,000
Location: Manchester
Purpose: In a fast-paced, global business, support growth by retaining existing clients through our super service strategy. Contact clients who are coming to the end of their agreement or are overusing our software to re-negotiate their agreement, retain their business and increase revenue.
Reports to: Head of Retention and Customer Solutions UKI
Hours of work: Monday – Friday – 9am – 5:30pm
Day-to-day responsibilities include but are not limited to the below:
- Meet and exceed all monthly Save Rate targets
- Meet and exceed all individual KPIs
- Record information accurately in CRM
- Report on own performance weekly/monthly/quarterly to the Head of Retention and Customer Solutions
- Identify opportunities to increase contract value by discussing additional products, services and software over usage, focusing on the needs of businesses and driving product usage and engagement
- Work with the finance and credit control departments to retain clients experiencing financial hardship
- Work with the customer service team to re-engage dissatisfied clients following service issues with a view to establishing long-term business relationships and customer loyalty
- Generate new business opportunities via referrals from existing client base or networking
- Maintain and improve client sentiment and online reputation by always providing a super service
- Take ownership of own product knowledge ensuring you are an expert in all things Bright
Key requirements
- Must have exceptional customer service skills
- Must have a proven record of retaining lost clients through negotiation and excellent customer service in a B2B environment
- Must be able to communicate with internal stakeholders at all levels
- Ability to work in a fast-paced environment
- Adaptable to change and willing to bring forward ideas to shape the future of the role
BrightHR Benefits
- Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)
- Private health care cover after 5 years’ service
- New business referral scheme
- Access to Health Shield
- Access to the EAP service
- Refer a friend scheme
- Paid birthday leave
- Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
- Group life insurance
- Eye care contribution
- Free fruit (office-based staff)
- Travel Season Ticket loan scheme
- Milestone recognition
- Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
- Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
- Park Inn 20% food and drink discount
- New Century 20% food and drink discount
- Revolution De Cuba 20% food and drink discount
- Cycle 2 Work scheme after probationary period
- On site Gym
- Bright Exchange perks
Values & Behaviours
- Living the company values of We care, We take action, we innovate, we inform, and we do the right thing
- We lead by example and recognise those living our values
- We drive the narrative by inspiring and engaging our team
- We collaborate with rigor and embrace diversity of thought
- We deliver with a united voice
- We take ownership by staying close to team performance by Super Coaching and Walking the Walk
- We keep our approach simple and stick to the playbook to deliver on promise
- We think critically and commercially, assess the situation before jumping to the solution
We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart. We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, providing HR, H&S, and business support to over 95,000 businesses globally. We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.
BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics.
Retention Specialist in Manchester employer: BrightHR
BrightHR is an excellent employer that values precision and integrity in payroll processing, offering a supportive work culture in the vibrant city of Manchester. Employees benefit from ongoing professional development opportunities, ensuring growth within their roles while enjoying a collaborative environment that prioritises compliance and quality. With a focus on employee well-being and a commitment to excellence, BrightHR stands out as a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BrightHR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BrightHR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retention Specialist in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BrightHR:Your cover letter is your chance to shine! Tell us why you want to work at BrightHR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BrightHR!
How to prepare for a job interview at BrightHR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
