Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Engage with customers to retain their loyalty and resolve any issues they face.
- Company: Join Handepay, a leading player in the payments industry with a supportive culture.
- Benefits: Enjoy 25 days annual leave, competitive salary, and uncapped commission opportunities.
- Why this job: Make a real impact by helping customers while having fun in a dynamic team.
- Qualifications: Strong communication skills and a target-focused mindset are essential.
- Other info: Great career progression opportunities and a vibrant work environment.
The predicted salary is between 26412 - 35000 £ per year.
Haydock, St Helens, Merseyside
Monday-Friday, 9am-5.15pm, 36.25 hours per week
£26,412 basic salary
Uncapped commission and quarterly & annual incentives OTE £35k, top achievers earning £40k+
About the role
The retentions team are pivotal in helping us achieve our ambitious growth plans and help us ensure that our customers are looked after and rewarded for their loyalty. The successful candidate will report into the Retentions Team leader and be part of a team who always put the customer at the heart of everything they do. In return you will be part of a fast paced team who are driven to succeed but also have some fun along the way! As part of the PayPoint group there are plenty of opportunities for future career development and you'll get plenty of support along the way.
Working toward a set of commercial KPIs (retained customers), you will be speaking to existing customers who have either requested their account to be closed or we have identified as being at high risk of leaving. You will identify and resolve any issues they have and reinforce the benefits of our proposition, to provide customers with the best solution for them.
Key responsibilities
- Professionally handle all customer contact from various sources (Telephone, letter, email)
- Make outbound calls to customers who are flagged as at risk
- Identify and resolve customer issues through effective questioning and objection handling
- Proactively support contract renewals
- Cross sell additional products and services that are of benefit to each customer
- Prepare new pricing quotations for customers (utilising pricing metrics to do this)
- Understand and adhere to industry standards and other compliance/regulatory/best practice guidelines e.g. GDPR / customer duty
- Maintain and develop relationships with internal departments
- Maintain accurate system records using salesforce.com and other internal platforms
- Develop an understanding of the UK payments market, specifically understanding competitor propositions and how we compare
- Suggest and implement improvements to working practices and procedures
About you
- Target focused with a proven track record of delivering performance
- Excellent negotiation and objective handling skills
- Strong communicator with a confident telephone manner
- Takes ownership of queries, problems and projects and manages to resolution
- Able to manage own workload and work unsupervised if necessary
- PC Literacy - use of in-house database and MS Office applications
- Team player with a clear focus on providing excellent customer service
- Ability to speak multiple languages, with strong communication skills across diverse cultural backgrounds (Desirable)
About us
Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable proposition that is unrivalled and when you combine this with our core values of transparency, honesty and integrity, it is clear to see why our Trust Pilot reviews are the best in the industry. Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.
Benefits
- 25 days annual leave, plus 8 UK bank holidays
- Company share incentive plan
- Free on-site parking
- Contributory pension scheme and life assurance (subject to conditions)
- Structured induction and ongoing training and support
- Opportunity to progress through the business
- Discounts through our employee benefits platform
- Offices conveniently located on the A580, close to M6
- Employee social events and lunches
- Free refreshments provided
You may also have experience in the following: Sales Executive, Sales Manager, Account Executive, Account Manager, Account Management, Business Development Manager, Business Development Executive, Customer Service, Relationship Management, Sales, Inbound, Outbound, etc.
Retentions Advisor employer: Handepay
Contact Detail:
Handepay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Advisor
✨Tip Number 1
Get to know the company inside out! Research Handepay and the PayPoint Group, so you can chat confidently about their values and what makes them tick. This shows you're genuinely interested and ready to be part of the team.
✨Tip Number 2
Practice your negotiation skills! Since the role is all about retaining customers, think of scenarios where you might need to handle objections. Role-playing with a friend can help you feel more prepared and confident during the interview.
✨Tip Number 3
Show off your customer service skills! Be ready to share examples of how you've gone above and beyond for customers in the past. This will highlight your commitment to putting customers at the heart of everything you do.
✨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 us at Handepay and ready to dive into the exciting world of retentions.
We think you need these skills to ace Retentions Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Retentions Advisor role. Highlight your experience in customer service and any sales achievements. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer retention and how your skills align with our values at StudySmarter. Keep it engaging and personal!
Showcase Your Communication Skills: As a Retentions Advisor, strong communication is key. In your application, demonstrate your ability to handle customer queries effectively. We love seeing examples of how you've resolved issues in the past!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Handepay
✨Know Your Stuff
Before the interview, make sure you understand the payments industry and the specific role of a Retentions Advisor. Research the company’s values, their customer service approach, and what makes them stand out in the market. This will help you answer questions confidently and show that you're genuinely interested.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service and retention strategies. Think about how you would handle objections or difficult customer situations. Practising with a friend or in front of a mirror can help you refine your responses and improve your delivery.
✨Showcase Your Skills
Be ready to discuss your negotiation skills and any past experiences where you've successfully retained customers or resolved issues. Use specific examples that highlight your ability to manage queries and provide excellent customer service, as this is crucial for the role.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the KPIs you'll be working towards, or opportunities for career development within the company. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
