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For Companies At a Glance
- Tasks: Help retain customers by resolving issues and providing exceptional service.
- Company: Join Brookson, a leading contractor services provider in the UK.
- Benefits: Competitive salary, hybrid working, 23 days leave, and wellness perks.
- Why this job: Make a real difference by improving customer experiences and driving satisfaction.
- Qualifications: Previous retention experience and strong communication skills required.
- Other info: Dynamic team environment with opportunities for professional growth.
The predicted salary is between 15600 - 36400 £ per year.
For the past 30 years, Brookson has been the leading choice in the UK for contractor services in the flexible work sector. We combine cutting-edge technology with deep industry expertise to deliver exceptional support across accounting, tax, finance, legal, and payroll services.
With offices in Warrington, Bournemouth, Coventry, and London, we continue to grow and innovate. Now part of People2.0—a global leader in workforce management and employment solutions—Brookson is entering an exciting new chapter, offering even more opportunities for professional development and career progression.
As part of this growth, we’re looking for a Customer Relations Specialist to join the wider Customer Care team.
The Role
As Customer Relations Specialist, your role is to retain customers who express dissatisfaction with the service or an intention to use a competitive product or service. The role holder will be required to proactively contact customers or receive live calls from other areas of the business. They will be expected to patiently and empathetically, track information, and apply consultative skills regarding our services/pricing.
Key Responsibilities
- Investigate and resolve customer grievances to deliver exceptional service and reduce churn.
- Understand customer needs and reasons for leaving, acting swiftly to retain their business.
- Maintain in-depth knowledge of Brookson services to offer expert advice and support.
- Respond to feedback from monthly customer surveys, taking ownership of both positive and negative comments.
- Ensure all retention, complaints, and proactive calls are completed within SLA targets.
- Analyse customer data to identify risks and proactively reduce churn.
- Collaborate with internal teams to support customers in financial difficulty and drive service improvements.
- Manage a pipeline of leaver requests and meet retention and cost-related KPIs.
- Contribute to process improvement, documentation, and cross-functional collaboration to enhance customer care.
What We’re Looking For
Essential Experience:
- Previous retention experience (12 months minimum)
- Strong communication and listening skills
- A hands-on team player always striving for continuous improvement
- Effective complaint management
- Highly organised with the ability to manage time effectively
- Experience of working towards deadlines and working towards KPIs
- Experience of high-volume calls within a fast-paced environment
Desirable Experience:
- Previous experience in either an accountancy or finance sector
- Experience of working in a credit control function
In Return for Joining us a Customer Relations Specialist:
Here at Brookson, we want everyone to feel valued and have a sense of belonging. That is why we offer a wide range of benefits plus an internal commitment to all colleagues around communication, engagement, and professional development. The benefits for this role include:
- Salary of up to £26,000, depending on experience
- 5% company pension contribution after 3 months
- Hybrid working
- 23 days’ annual leave, plus bank holidays and your birthday off each year
- Free financial advice including mortgages and savings
- Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health offering
Next Steps
If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.
Regardless of the outcome of your application, all candidates will be contacted, and we aim to do this within 3 working days.
Customer Relations Specialist employer: Brookson Group - (A People2.0 Company)
Contact Detail:
Brookson Group - (A People2.0 Company) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Specialist
✨Tip Number 1
Get to know the company inside out! Research Brookson's services and values so you can chat confidently about how you can contribute. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customer grievances, role-play scenarios with a friend or family member. This will help you stay calm and empathetic during real calls.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Brookson team directly.
We think you need these skills to ace Customer Relations Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Relations Specialist role. Highlight your previous retention experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since strong communication is key for this role, don’t shy away from showcasing your listening and speaking skills in your application. Use examples that demonstrate how you've effectively managed complaints or retained customers in the past.
Be Honest About Your Experience: If you have experience in the finance or accountancy sector, make sure to mention it! Even if it’s not essential, it can give you an edge. We appreciate honesty and want to know what you can bring to the table.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Brookson!
How to prepare for a job interview at Brookson Group - (A People2.0 Company)
✨Know Your Stuff
Make sure you have a solid understanding of Brookson's services and the industry. Brush up on their offerings, especially in accounting and finance, so you can speak confidently about how you can help retain customers.
✨Showcase Your Empathy
As a Customer Relations Specialist, empathy is key. Prepare examples from your past experience where you've successfully handled customer complaints or dissatisfaction. This will demonstrate your ability to connect with customers and resolve issues effectively.
✨Practice Active Listening
During the interview, show that you can listen actively. This means not just hearing but understanding what’s being said. You might want to practice summarising points back to the interviewer to show you’re engaged and can apply this skill in real situations.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to customer retention and complaint management. Think through how you would handle various scenarios, focusing on your problem-solving skills and ability to work under pressure.
