At a Glance
- Tasks: Engage with customers to boost loyalty and resolve issues preventing orders.
- Company: Matthew Algie, a Glasgow-based coffee roaster since 1864, serves cafes across the UK & Ireland.
- Benefits: Enjoy a competitive salary, potential bonuses, and a supportive team environment.
- Other info: Full-time role with fixed hours, perfect for those seeking stability and growth.
- Why this job: Join a passionate team in a thriving industry, making a real impact on customer relationships.
- Qualifications: 2 years in sales or customer service, with strong communication and problem-solving skills.
The predicted salary is between 22000 - 29000 £ per year.
Join to apply for the Customer Retention Executive role at Matthew Algie
2 days ago Be among the first 25 applicants
Join to apply for the Customer Retention Executive role at Matthew Algie
Get AI-powered advice on this job and more exclusive features.
We’re born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and we’re still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland. Our workforce has grown to over 200 to support our expanding customer base, product range and service offering. We count some of the industry’s leading talents among our staff, from green coffee buyers and roasting technicians to barista trainers and field engineers.Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Position: Customer Retention Executive
Location: Glasgow Office
Job type: Full-Time, Permanent
Hours: 39.5 hours per week, Monday-Friday
Salary: £25,880.40 per annum plus on-target earnings (up to £400 per month)
About the role:
An excellent opportunity has arisen for an experienced customer retention executive to join us at Matthew Algie on a permanent, full-time basis with fixed Monday-Friday shifts.
The Retention Executive will communicate with customers to increase loyalty and retain business or services. The role involves gathering information about non-buying customers within specific sales channels, working closely with the customer and our sales teams to find a solution to any barrier preventing an order being placed. To be successful as a retention executive, you should have a persuasive attitude, excellent customer relationship skills and a passion for sales.The expectation is for you to reduce our non-buyers list, increase sales by creating lasting bonds with our customers.
Responsibilities:
• Engaging with customers who haven’t placed a product order for 90+ days to understand the reason. Proactively looking for solutions to retain their business and encourage them to stay.You will identify non-buying customer information using already created internal Power BI reports.
• Use persuasive communication skills to engage with customers intending to cancel their contract with Matthew Algie. Addressing any issues to prevent loss ofbusiness.
• Identify opportunities to cross-sell existing products and services to customers to generate company revenue. You may also upsell products and services to existing clients to increase sales and improve the profit margin.
• Work closely with the sales team to refer accounts where the customer has a different set of needs and requirements.
• Work to meet monthly retention targets.
• Track reasons for cancellation and customer feedback for future product/service improvement.
• After each interaction with the customer our CRM (CE) should be updated. This information will help track customer history and provides information for futureinteractions.
• Keeping up to date with Matthew Algie\'s products, services, and promotional offers. Continuous learning ensures you can address customer inquiries effectively.
Experience:
• 2 years of experience gained in a Sales environment, in an active role
• Considerable experience in a Customer Service environment
• Knowledge and understanding of order processing systems.
Skills / Knowledge:
• Excellent communication and negotiation skills.
• Ability to empathise with and prioritise customer needs.
• Patience and ability to manage stress.
• Knowledge of the company’s products, services, and policies.
• Problem-solving skills and the ability to think under pressure.
Personal Attributes:
• Ability to work under pressure to meet deadlines and customer timeframes
• Ability to work independently and as part of a team
• Ability to be flexible to meet the needs of the team and the customer
• A strong work ethic
• Resilience – able to respond professionally and courteously to customer complaints while remaining composed.
• Personal motivation and enthusiasm and ability to motivate others
• Adaptability, willingness to learn new things and cope well with change
If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and we’ll be in touch as soon as we can.
Thanks, from the Team @ Matthew Algie
Please note this is not a sponsored role, you MUST have Right to Work in the UK.
We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).
Your experience may include some of the following: Sales advisor, telesales advisor, sales executive, telesales executive, phone sales, telephone sales, internal sales, outbound sales, lead generation, business development, etc.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Business Development and SalesIndustries
Food and Beverage Services
Referrals increase your chances of interviewing at Matthew Algie by 2x
Get notified about new Customer Executive jobs in Glasgow, Scotland, United Kingdom.
Glasgow, Scotland, United Kingdom 3 weeks ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 month ago
Glasgow, Scotland, United Kingdom 1 week ago
East Kilbride, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 2 days ago
Glasgow, Scotland, United Kingdom 4 weeks ago
Glasgow, Scotland, United Kingdom 1 month ago
Director of Customer Experience, Jobs, 780
Glasgow, Scotland, United Kingdom 1 month ago
Glasgow, Scotland, United Kingdom 1 week ago
Customer Service Agent - Part-Time Glasgow Airport
Renfrewshire, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 2 months ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 5 days ago
Hamilton, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 5 days ago
East Kilbride, Scotland, United Kingdom 1 week ago
Customer Service Executive – Contact Centre
Stirling, Scotland, United Kingdom 2 days ago
Glasgow, Scotland, United Kingdom 1 month ago
Glasgow, Scotland, United Kingdom 4 hours ago
Glasgow, Scotland, United Kingdom 2 weeks ago
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 2 weeks ago
Customer Service Advisor - Uncapped Commission
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 22 hours ago
Glasgow, Scotland, United Kingdom 2 weeks ago
Customer Service Advisor - Uncapped Commission
Glasgow, Scotland, United Kingdom 1 week ago
Glasgow, Scotland, United Kingdom 2 weeks ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrCustomer Retention Executive in Glasgow employer: Matthew Algie
At Matthew Algie, we pride ourselves on being a leading employer in Glasgow, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment where your contributions are valued. Join us to be part of a passionate team dedicated to delivering exceptional coffee experiences while enjoying competitive benefits and a strong sense of community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Executive in Glasgow
✨Tip Number 1
Familiarise yourself with Matthew Algie's products and services. Understanding their offerings will not only help you engage with customers effectively but also demonstrate your genuine interest in the company during any interactions.
✨Tip Number 2
Brush up on your persuasive communication skills. As a Customer Retention Executive, you'll need to convince customers to stay with the company, so practice techniques that can help you address objections and build rapport.
✨Tip Number 3
Network with current or former employees of Matthew Algie. They can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for interviews or discussions.
✨Tip Number 4
Stay updated on industry trends in customer retention and sales strategies. Being knowledgeable about the latest practices can set you apart as a candidate who is proactive and well-informed.
We think you need these skills to ace Customer Retention Executive in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and sales. Emphasise any roles where you've successfully retained customers or increased loyalty, as this is crucial for the Customer Retention Executive position.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer retention and sales. Use specific examples from your past experiences to demonstrate how you’ve effectively engaged with customers and resolved issues to retain their business.
Showcase Communication Skills:Since excellent communication is key for this role, ensure your application reflects your ability to communicate clearly and persuasively. Consider including examples of how you've used these skills in previous positions.
Highlight Problem-Solving Abilities:The job requires strong problem-solving skills. In your application, mention instances where you've successfully identified customer issues and implemented solutions that led to improved customer satisfaction and retention.
How to prepare for a job interview at Matthew Algie
✨Know the Company Inside Out
Before your interview, make sure to research Matthew Algie thoroughly. Understand their history, products, and values. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Demonstrate Your Customer Relationship Skills
As a Customer Retention Executive, your ability to build relationships is crucial. Prepare examples from your past experiences where you've successfully retained customers or resolved issues. Highlight your persuasive communication skills and how they led to positive outcomes.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of situations where you had to deal with difficult customers or overcome objections. Practising these scenarios can help you articulate your thought process during the interview.
✨Show Enthusiasm and Resilience
Matthew Algie values personal motivation and enthusiasm. During the interview, express your passion for sales and customer service. Share how you handle stress and maintain composure in challenging situations, as this will demonstrate your resilience and suitability for the role.
