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- Tasks: Deliver exceptional customer service and manage complaints to enhance customer satisfaction.
- Company: Join a dynamic team focused on customer retention and service excellence.
- Benefits: Enjoy 21 days holiday, career development, and wellness perks like gym discounts.
- Other info: Be part of an inclusive workplace that values diversity and supports all applicants.
- Why this job: Make a real difference by helping customers feel valued and supported.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 25000 - 30000 £ per year.
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 Surrey employer: SCG Corporate
Contact Detail:
SCG Corporate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Agent in Surrey
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're genuinely interested and ready to contribute to their goals.
✨Tip Number 2
Practice your customer service skills! Role-play handling difficult conversations with a friend or family member. This will help you feel more confident and prepared for those tricky situations that might come up during the interview.
✨Tip Number 3
Be ready to share your success stories! Think of specific examples 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 Surrey
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Retention Agent role. We want to see how you can bring your unique flair to our team!
Showcase Your Customer Service Skills: Since this role is all about delivering exceptional customer service, share specific examples of how you've handled difficult situations or complaints in the past. We love hearing about your success stories!
Be Detail-Oriented: Attention to detail is key for this position. When filling out your application, double-check for any errors and ensure that all information is accurate. We appreciate a candidate who values precision as much as we do!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our awesome team at StudySmarter!
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 managing customer dissatisfaction. Think of specific examples from your past experiences that showcase your ability to listen and support customers effectively.
✨Familiarise Yourself with Churn Insights
Understand what churn means and why it’s important for the company. Be prepared to talk about how you would identify and address recurring churn drivers. This shows that you’re not just focused on resolving issues but also on preventing them in the future.
✨Get Comfortable with CRM and Billing Systems
Since the role involves using CRM and billing systems, make sure you’re familiar with these tools. If you have experience with similar systems, be ready to share that. If not, do a bit of research on common features and functionalities to show your willingness to learn.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss how you approach problem-solving in a customer service context. Think of a time when you successfully resolved a complex issue or improved a process. Highlight your attention to detail and organisational skills, as these are crucial for managing customer tickets and ensuring accurate records.