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- Tasks: Lead customer contract renewals and provide exceptional service during critical moments.
- Company: Join Bunch, a fast-growing team revolutionising how we manage household bills.
- Benefits: Enjoy a competitive salary, 25 days holiday, and extra time off for your birthday!
- Why this job: Make a real impact by simplifying customers' lives and enhancing their experience.
- Qualifications: Experience in customer renewals and excellent communication skills are essential.
- Other info: Dynamic, dog-friendly office with opportunities for personal and professional growth.
The predicted salary is between 22000 - 30000 £ per year.
At Bunch, we believe managing your home bills should take minutes - not months of chasing. We have built the smartest way to handle shared household costs, starting with a single fixed monthly payment that covers everything from energy to broadband to water. No more awkward money chats. No more missed due dates. No more stress.
We exist to give people back their time, their headspace, and a bit of sanity. Because in a world that is always on, admin shouldn’t be another full-time job. We are a fast-growing team with a rebellious streak. We challenge the way things have always been done and ask: how can this be smarter, easier, better for the customer? We are looking for people who are bold, human, and obsessed with making things simpler. People who thrive in fast-paced environments, love solving real-world problems, and care deeply about the impact their work has.
Position Summary
The Loyalty Consultant – Renewals is responsible for leading customer contract renewals, delivering exceptional service during one of the most critical moments in the customer lifecycle. This includes guiding customers through their contract end, explaining their bills, identifying better-suited products or packages, and building trust through clarity and support. The role also includes cancellation save efforts, handling cooling-off period requests, supporting house moves, and reshaping contracts to suit new circumstances. This is a hybrid of commercial acumen, problem-solving, and service excellence – creating a renewal experience that feels smooth, personal, and valuable.
Responsibilities
- Lead customer renewals from start to finish, providing clear guidance and building confidence in their new contracts.
- Handle and resolve billing-related queries, offering expert breakdowns of past charges and future projections.
- Deliver a premium renewal experience, ensuring smooth handovers and meaningful customer touchpoints.
- Act as a save specialist for customers within cooling-off periods or expressing cancellation intent.
- Support customers who are moving homes, reviewing their usage and tailoring a new package for their new property.
- Work closely with the Floor Manager to meet renewal and retention targets.
- Use data, systems, and internal processes to log customer activity and identify improvements.
- Collaborate with the Data Enrichment and external partner teams to identify and deliver additional value.
- Promote and collect Trustpilot reviews and actively contribute to brand reputation.
Qualifications
- Experience in customer renewals, retention, or account management.
- Proven ability to manage billing queries and explain contractual terms clearly.
- Comfortable handling cancellation requests and navigating save conversations.
- Experience supporting customers through changes such as property moves or contract transitions.
- Excellent communication and negotiation skills, both written and verbal.
- Strong billing literacy – able to break down charges and identify areas for improvement.
- Calm and confident under pressure, especially when handling cancellations or objections.
- Organised and detail-oriented – capable of managing multiple renewals and deadlines simultaneously.
- Tech-savvy, with good working knowledge of CRM systems, digital documents, and scheduling tools.
- Additional training or qualifications in customer service or sales desirable but not essential.
- Experience working in a utilities, energy, telecoms, or similar service-based industry.
- Experience tailoring or building bespoke product/service packages for customers.
- Familiarity with cooling-off period regulation and consumer rights in contract settings.
- Understanding of market trends or regulation within utilities.
- Ability to interpret data or usage patterns to inform contract optimisation.
- Understanding of utility market trends, pricing structures, and value comparison.
- Skilled in creating a smooth, confident customer journey through the renewal lifecycle.
What we offer
- A salary of £27,350.
- Competitive commission opportunities.
- Enjoy 25 days of holiday.
- You get an extra day off for your birthday!
- Supported onboarding and training to fully engage you with your new team.
- Celebrate our collective success with quarterly social events that foster team unity.
- Access the Vitality Health package to prioritise your well-being.
- Enhanced Maternity, Adoption, and Paternity Pay - we understand the importance of family, and we are committed to supporting you.
- Enhanced sick pay with two weeks paid leave.
- 5 discretionary compassionate leave days (which would also cover e.g. a parent having to take a day off to care for a sick child).
- Opportunities to develop and evolve.
- Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your journey.
- 3 hours available to take each month to catch up on life’s admin.
- A dog friendly office.
- A great culture.
If you require reasonable adjustments for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.
Loyalty Consultant (Renewals) in West Bromwich employer: Bunch
Contact Detail:
Bunch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Loyalty Consultant (Renewals) in West Bromwich
✨Tip Number 1
Get to know the company inside out! Research Bunch's values, mission, and the services they offer. This will help you tailor your conversations and show that you're genuinely interested in making things simpler for customers.
✨Tip Number 2
Practice your communication skills! As a Loyalty Consultant, you'll need to explain complex billing queries clearly. Role-play with a friend or use online resources to sharpen your negotiation and problem-solving skills.
✨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 when applying through our website.
✨Tip Number 4
Show off your tech-savviness! Familiarise yourself with CRM systems and digital tools that are relevant to the role. Being comfortable with technology will make you stand out as a candidate who can hit the ground running.
We think you need these skills to ace Loyalty Consultant (Renewals) in West Bromwich
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for making things simpler and your rebellious spirit.
Tailor Your Application: Make sure to customise your application to highlight your experience in customer renewals and account management. Show us how your skills align with our mission of providing a smooth and valuable renewal experience.
Show Off Your Problem-Solving Skills: We love candidates who can think on their feet! Use examples from your past experiences to demonstrate how you've tackled challenges, especially in fast-paced environments or when handling billing queries.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Bunch!
How to prepare for a job interview at Bunch
✨Know Your Stuff
Before the interview, make sure you understand Bunch's services and how they simplify household costs. Familiarise yourself with common billing queries and contract terms so you can confidently discuss how you would handle customer renewals.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully navigated challenging customer situations in the past. Highlight your ability to turn potential cancellations into renewals by building trust and providing clear guidance.
✨Be Personable and Engaging
Bunch values a human touch, so practice being warm and approachable during your interview. Think about how you can convey empathy and understanding when discussing customer experiences, especially during sensitive topics like cancellations.
✨Demonstrate Your Tech Savviness
Since the role involves using CRM systems and digital tools, be ready to discuss your experience with technology. Share specific examples of how you've used data to improve customer interactions or streamline processes in previous roles.
