At a Glance
- Tasks: Build lasting customer relationships and enhance their experience through proactive support.
- Company: Join a dynamic company in the connectivity sector focused on customer satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Exciting role with a mix of customer care, account management, and consultative sales.
- Why this job: Make a real difference by turning great service into long-term customer loyalty.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 40500 - 49500 £ per year.
Love building relationships, solving problems and turning great customer service into long-term loyalty? This could be the opportunity for you. Global Highland is recruiting a Customer Retention & Experience Specialist on behalf of a confidential client operating in the connectivity sector. This is a fantastic opportunity for a customer-focused professional who enjoys helping people, finding solutions and making a real difference to the customer experience.
You’ll take ownership of a portfolio of customers, building trusted relationships from installation through to contract renewal and beyond. By understanding each customer’s needs, resolving concerns and identifying opportunities to add value, you’ll play a key role in improving satisfaction, strengthening loyalty and supporting business growth. This role combines customer care, account management and consultative sales, making it ideal for someone who enjoys a varied position where great service and commercial success go hand in hand.
What you’ll be doing
- Building lasting customer relationships
- Manage a portfolio of customers throughout their journey, from post-installation check-ins to renewals and ongoing retention.
- Conduct service reviews and renewal conversations to ensure customers are getting the most from their service.
- Proactively identify opportunities to improve customer satisfaction and strengthen loyalty.
- Handle cancellation and retention conversations confidently, finding solutions that work for both the customer and the business.
- Recommend suitable packages, upgrades and alternatives based on individual needs.
- Delivering an outstanding customer experience
- Provide friendly, professional and solutions-focused support across every interaction.
- Take ownership of customer queries and issues, working with colleagues to achieve timely resolutions.
- Recognise early signs of dissatisfaction and act before they develop into complaints or cancellations.
- Help customers understand their services, pricing, contract terms and available support.
- Growing accounts and creating advocates
- Identify opportunities for upgrades and additional services that genuinely benefit customers.
- Encourage referrals through customer recommendation programmes.
- Support the generation of positive customer reviews and recommendations following great experiences.
- Build long-term account value through proactive engagement and relationship management.
- Maintaining high standards
- Keep customer records and interaction notes accurate and up to date.
- Record retention, renewal, referral and upgrade activity within internal systems.
- Follow relevant company procedures, compliance requirements and quality standards.
- Approach every interaction with professionalism, integrity and attention to detail.
What we’re looking for
You’ll be a natural relationship builder who enjoys understanding customers.
Customer Retention & Experience Specialist employer: Global Highland
Global Highland offers an exceptional opportunity for those seeking meaningful employment in a stunning rural setting near Inverness. As a Hospitality Assistant, you will be part of a dedicated team that values professionalism and high-quality service, with the added benefit of live-in accommodation during your work weekends. The company fosters a friendly and supportive work culture, ensuring that every team member can thrive while providing guests with memorable experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention & Experience Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Highland. 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 Global Highland 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 Customer Retention & Experience Specialist
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 Global Highland:Your cover letter is your chance to shine! Tell us why you want to work at Global Highland 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 Global Highland!
How to prepare for a job interview at Global Highland
✨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.
