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- Tasks: Deliver exceptional customer service and manage complaints to enhance customer satisfaction.
- Company: Join a supportive team in a dynamic environment focused on customer retention.
- Benefits: Enjoy 21 days holiday, career development, and perks like gym discounts and free snacks.
- Other info: Opportunities for growth and a commitment to diversity and inclusion.
- Why this job: Make a real difference by helping customers feel valued and supported.
- Qualifications: Strong communication skills and a passion for excellent customer service.
The predicted salary is between 28500 - 31000 £ per year.
Location: Reigate
Salary: £28,500 - £31,000
The Customer Retention Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals.
Key Tasks:
- Manage customer tickets from initial contact through to resolution in line with SLA’s for customer service, billing, and contract‑related enquiries.
- Handle customer complaints professionally, ensuring customers feel listened to and supported.
- Liaise with internal teams and external suppliers to resolve customer issues efficiently.
- Take end‑to‑end ownership of customers reducing or partially ceasing services.
- Capture accurate reasons for service reduction to support churn insight and reporting.
- Calculate and apply relevant mid‑term charges in line with contract terms.
- Maintain accurate records across CRM, billing, and service platforms.
- Calculate Balance of Contract (BOC) charges and applicable cease charges accurately.
- Coordinate full-service cessations across all internal systems and with relevant carriers and suppliers.
- Confirm customer billing is stopped accurately and at the correct point.
- Investigate and resolve billing discrepancies linked to churn or service changes.
- Identify recurring churn drivers or operational issues.
- Contribute to continuous improvement of churn, leavers, and cessation processes.
Skills Required:
- Strong customer service and communication skills with a passion for service excellence.
- Ability to manage difficult and sensitive customer conversations.
- Strong attention to detail and process discipline.
- Commercial awareness and understanding of contract terms.
- Strong organisational and problem‑solving skills.
- Ability to multi‑task and prioritise effectively.
- Calm, resilient, and solutions‑focused mindset.
- IT literate with experience using CRM, billing, and ticketing systems.
Benefits:
- 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years.
- Birthday Day Off.
- Buy Holiday Scheme.
- Career Development and Progression Opportunities.
- Employee Assistance Programme.
- Enhanced Company Sick Pay.
- Discounted Retail Vouchers.
- Reduced Gym Membership.
- SCG Mobile Benefit.
- Employee Referral Bonus.
- Annual Salary Reviews.
- Pension Scheme.
- Fresh fruit and Snacks.
- Free On-Site Parking.
- Charity Events.
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Customer Retention Agent in Reigate employer: SCG Corporate
Contact Detail:
SCG Corporate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Agent in Reigate
✨Tip Number 1
Get to know the company inside out! Research SCG's values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service skills! Role-play handling difficult conversations with a friend or family member. This will boost your confidence and prepare you for those tricky customer interactions during the interview.
✨Tip Number 3
Be ready to share examples from your past experiences. Think of specific situations where you’ve turned a dissatisfied customer into a happy one. This will demonstrate your problem-solving skills and ability to manage complaints effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Retention Agent in Reigate
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've handled tough situations and turned them into positive outcomes. Share specific examples that demonstrate your ability to manage complaints and keep customers happy!
Be Detail-Oriented: Attention to detail is key for this role, so make sure your application is free from typos and errors. We appreciate a well-organised application that reflects your ability to maintain accurate records and handle complex information. Double-check everything before hitting send!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We love seeing candidates who understand our needs and can articulate how their skills align with the role of a Customer Retention Agent.
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’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at SCG Corporate
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to discuss how you would handle difficult conversations and complaints, as this role is all about making customers feel heard and supported.
✨Familiarise Yourself with Churn Insights
Understand what churn means and be prepared to talk about how you would identify and address churn signals. Think of examples from your past experiences where you've successfully resolved issues that could lead to customer dissatisfaction.
✨Show Off Your Organisational Skills
This role requires strong attention to detail and the ability to manage multiple tasks. Prepare to share specific examples of how you've effectively prioritised tasks in a busy environment, especially when dealing with customer tickets or complaints.
✨Demonstrate Your Problem-Solving Mindset
Be ready to showcase your problem-solving abilities. Think of scenarios where you've had to investigate and resolve discrepancies or operational issues, and explain your thought process during those situations.