At a Glance
- Tasks: Engage with customers to manage contract renewals and enhance account retention.
- Company: Join JLA, a leader in providing essential services across various sectors.
- Benefits: Enjoy a comprehensive benefits package including wellness support, gym access, and flexible working.
- Other info: Opportunities for career growth and recognition through our Colleague Recognition Scheme.
- Why this job: Make a real difference by helping customers while developing your career in a supportive environment.
- Qualifications: Strong communication skills and experience in customer success or account management preferred.
The predicted salary is between 27900 - 34100 £ per year.
JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.
The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.
When you join the JLA family, you'll also gain access to an extensive benefits package. We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available. To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies. We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!
The Customer Success Outbound Renewal Agent is responsible for managing the contract portfolio for a designated SME region/team. The role focuses on proactively engaging with existing customers within their renewal window, securing appointments for Area Sales Managers (ASMs) to discuss contract renewals and identify opportunities to retain and grow the account.
Key Responsibilities
- Manage and maintain the contract portfolio for a dedicated SME region/team.
- Proactively contact customers approaching contract renewal to discuss their requirements and arrange renewal review meetings.
- Book qualified appointments for ASMs to conduct renewal and account review discussions.
- Work closely with the Customer Success Manager to maximise customer retention and effectively manage the contract book.
- Liaise with the Terminations Team to identify at-risk accounts and coordinate ASM appointments where intervention is required.
- Maintain accurate pipeline management, ensuring customer activity, opportunities, and outcomes are recorded and progressed effectively.
- Collaborate with internal stakeholders to support customer retention strategies and deliver renewal targets.
- Contribute to the achievement of team objectives and overall business retention goals.
Criteria
Essential (attributes required for candidate to be considered)
Desirable (attributes can be trained or developed)
Knowledge and Skills (what you know and what you can do)
- Strong communication and engagement skills, both written and verbal.
- Ability to handle challenging conversations and objections with professionalism and empathy.
- Comfortable working in a fast-paced environment with targets and KPIs.
- Strong organisational skills with the ability to manage a structured renewal pipeline.
- Experience in subscription-based, service-led or B2B environments.
- Background in win-back or save-team roles, customer retention or contract management.
- Knowledge of customer lifecycle management and renewal workflows.
- Exposure to light commercial negotiation or offer structuring.
Experience (what you have done)
- 2+ years of experience in an office environment, ideally in customer success, account management, retention, renewals or inside sales.
Personal qualities (the way you think and act)
- Customer-centric with a calm, confident approach.
- Persuasive communicator with strong emotional intelligence.
- Resilient and motivated by achieving retention outcomes.
- Curious, analytical and eager to understand customer motivations.
- Highly organised with strong attention to detail.
- Collaborative and able to work across multiple teams.
- Desire to chase targets.
Qualifications
- Experience working within a B2B business.
Customer Success Manager employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment in Manchester or Ripponden where employees can thrive in their roles as Quality Managers. With a strong focus on employee development, a culture of compliance, and a commitment to continuous improvement, JLA provides ample opportunities for growth and advancement while ensuring a supportive atmosphere that values teamwork and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JLA Limited. 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 JLA Limited 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 Success Manager
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 JLA Limited:Your cover letter is your chance to shine! Tell us why you want to work at JLA Limited 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 JLA Limited!
How to prepare for a job interview at JLA Limited
✨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.
