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.
- Other info: Great career progression opportunities and a vibrant work environment.
- 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.
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
As a Business Development Manager in the dynamic payments industry, you will thrive in a supportive and innovative work culture that prioritises employee growth and development. Our company offers competitive compensation, comprehensive benefits, and unique opportunities for career advancement, all while being located in a vibrant area that fosters collaboration and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Retentions Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Handepay. 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 Handepay 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 Retentions Advisor
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 Handepay:Your cover letter is your chance to shine! Tell us why you want to work at Handepay 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 Handepay!
How to prepare for a job interview at Handepay
✨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.
