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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 developing your career in a fun environment.
- Qualifications: Strong communication skills and a target-focused mindset are essential.
- Other info: Opportunities for career progression and ongoing training in a dynamic team.
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 in St Helens employer: Handepay
Contact Detail:
Handepay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Advisor in St Helens
✨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 phone skills! Since you'll be handling customer calls, get comfortable with role-playing scenarios. This will help you nail those tricky conversations and show off your negotiation skills when it counts.
✨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!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're keen and ready to jump into the action with us at Handepay.
We think you need these skills to ace Retentions Advisor in St Helens
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Retentions Advisor role. Highlight your experience in customer service and sales, and don’t forget to mention any achievements that show off your target-focused mindset!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer retention and how your skills align with our values of transparency and integrity. Keep it friendly and professional!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your strong communication skills. Whether it’s through your writing style or examples of past experiences, let us see how you connect with customers.
Apply Through Our Website: We love it when candidates apply directly through our website! It helps us keep track of applications and ensures you get the best chance to showcase your skills. So, don’t hesitate – hit that apply button!
How to prepare for a job interview at Handepay
✨Know Your Stuff
Before the interview, make sure you understand the role of a Retentions Advisor inside out. Familiarise yourself with the company’s products and services, especially how they benefit customers. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service and retention strategies. Think about scenarios where you've successfully handled objections or resolved customer issues. Practising your responses will help you articulate your thoughts clearly during the interview.
✨Showcase Your Skills
Highlight your negotiation and communication skills during the interview. Be ready to provide examples of how you've managed difficult situations or retained customers in the past. This is your chance to demonstrate that you can handle the responsibilities of the role effectively.
✨Ask Smart Questions
Prepare thoughtful questions to ask the interviewer about the team dynamics, KPIs, and opportunities for growth within the company. This shows that you’re not only interested in the job but also in how you can contribute to the team's success and develop your career.
