At a Glance
- Tasks: Support customers through empathetic conversations and retain them during key moments.
- Company: Join a supportive team in a dynamic customer operations environment.
- Benefits: Enjoy competitive pay, generous leave, healthcare, and career development opportunities.
- Other info: Collaborative culture with fun social events and personal growth pathways.
- Why this job: Make a real difference by helping customers navigate challenges and stay with us.
- Qualifications: Experience in customer service or retention roles with strong communication skills.
The predicted salary is between 14.28 - 14.28 £ per hour.
Location: Grey Street, Newcastle (Office Based)
Hours: 9:00 - 5:00
Contract Type: Full time
Salary: £14.28 per hour
About the Role
We are looking for a Stops/ Debt Retentions Agent to join our Customer Operations team and support customers at key moments in their customer journey. This role is responsible for retaining customers who may be considering leaving the business, supporting customers experiencing financial difficulties, and delivering positive customer outcomes through professional, empathetic, and solution-focused conversations.
Key Responsibilities
- Managing inbound and outbound customer calls relating to cancellations, customer retention, and debt-related enquiries.
- Handling challenging customer conversations while maintaining a high standard of customer service.
- Supporting customers with payment difficulties and identifying suitable solutions where appropriate.
- Building and maintaining positive customer relationships.
- Managing complex customer cases and escalated issues.
- Maintaining accurate customer records and case information.
- Working collaboratively with internal teams to achieve positive customer outcomes.
- Achieving agreed retention, quality, productivity, and performance targets.
About you
Essential requirements for this role include:
- Minimum 12 months' experience in a retention, debt management, customer service, or similar role.
- Experience working in a target-driven environment.
- Excellent communication and interpersonal skills.
- Strong problem-solving and negotiation skills.
- Ability to manage challenging conversations with professionalism and empathy.
- Customer-focused approach with a passion for delivering excellent service.
- Ability to work effectively as part of a team and independently.
- Resilient and able to remain calm under pressure.
What We Offer
- Competitive salary.
- 25 days annual leave plus bank holidays.
- Employer pension contributions.
- Personal healthcare plan.
- Employee Assistance Programme with 24-hour GP access.
- Group Income Protection.
- Training and development opportunities.
- Personalised career development pathways.
- Supportive and collaborative working environment.
- Company social events.
Renewals and Retentions Agent in Newcastle upon Tyne employer: Everything Managed Group
Join a dynamic and supportive team in Newcastle as a Junior Data Analyst, where you'll receive comprehensive training and mentorship from experienced colleagues. Our work culture prioritises learning and development, offering clear pathways for career progression in the exciting field of data and analytics. With a hybrid working model and a focus on collaboration, this role is perfect for graduates eager to make a meaningful impact while honing their skills in SQL and Power BI.
StudySmarter Expert Advice🤫
We think this is how you could land Renewals and Retentions Agent in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Everything Managed Group. 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 Everything Managed Group 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 Renewals and Retentions Agent in Newcastle upon Tyne
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 Everything Managed Group:Your cover letter is your chance to shine! Tell us why you want to work at Everything Managed Group 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 Everything Managed Group!
How to prepare for a job interview at Everything Managed Group
✨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.
