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For Companies At a Glance
- Tasks: Engage clients, retain their business, and showcase our services' value.
- Company: Join Citation Group, a leader in ISO certification and client service excellence.
- Benefits: Enjoy 25 days holiday, birthday leave, healthcare plans, and community volunteering days.
- Why this job: Be part of a supportive culture that values your contributions and empowers your growth.
- Qualifications: Strong communication skills, customer retention experience, and proficiency in IT systems required.
- Other info: Hybrid work model with initial training in Norwich for six months.
The predicted salary is between 21500 - 30000 £ per year.
Overview
Location: Hybrid – 3 days Norwich, 2 days from home (during the first 6 months 5 days per week in Norwich).
Salary: £26,750 per annum with OTE of 40K (uncapped comms)
We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don’t do politics – we want people focused upon actions and delivery. We don’t do micro-management – we empower, support and innovate. We are leaders, not empire builders and we love our business.
Citation ISO Certification (formerly QMS International Ltd), part of the Citation Group, has been helping organisations across the UK achieve ISO certification with ease and confidence. We specialise in providing expert consultation and practical support, offering a straightforward and cost-effective route to internationally recognised ISO Management Systems. Our mission is simple: to make businesses better.
Responsibilities
As a Customer Retention Advisor, your mission is simple yet vital: keep our clients on board, showcase the value of our services, and deliver the kind of service that makes customers want to stay with us year after year. You’ll be at the heart of client relationships, ensuring they see the ongoing benefits of their ISO certification, while meeting targets that directly contribute to our growth.
- Retaining and growing our client base – take ownership of customer renewals and retention, helping us achieve consistent year-on-year growth.
- Advising and guiding clients – engage with customers considering cancellation or renewal, using your influencing skills to ‘win back’ those at risk and secure contract renewals with confidence.
- Championing the customer voice – proactively share client feedback with the management team, helping us refine and improve the customer journey so it always meets evolving needs.
Qualifications
- Exceptional written and verbal communication skills, with the ability to engage and influence at all levels.
- Skilled in negotiation and persuasion, with a natural ability to adapt and think creatively in the moment.
- Highly organised, with proven success in prioritising multiple demands and adapting to shifting priorities.
- Strong track record in customer retention and delivering outstanding service experiences
- Confident with numbers and data, with sharp attention to detail and accuracy
- Effective problem solver, quick to analyse situations and respond with practical solutions
- Proficient in IT systems
Benefits
- 25 Days of Holiday + Bank: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
- Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
- Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
- Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
- Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
- Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
- Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.
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Customer Retention Advisor employer: The Citation Group
Contact Detail:
The Citation Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Advisor
✨Tip Number 1
Familiarise yourself with the ISO certification process and its benefits. Understanding how it impacts businesses will help you engage more effectively with clients and demonstrate your value as a Customer Retention Advisor.
✨Tip Number 2
Brush up on your negotiation skills. Since you'll be influencing clients to renew their contracts, being able to confidently handle objections and present compelling reasons for them to stay is crucial.
✨Tip Number 3
Showcase your problem-solving abilities during the interview. Prepare examples of how you've successfully retained customers in the past by addressing their concerns and providing tailored solutions.
✨Tip Number 4
Research Citation Group's values and culture. Aligning your answers with their focus on empowerment and service excellence will demonstrate that you're a great fit for their team.
We think you need these skills to ace Customer Retention Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your exceptional written and verbal communication skills, as well as your experience in customer retention. Use specific examples that demonstrate your ability to engage and influence clients.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role of Customer Retention Advisor. Mention how your negotiation and persuasion skills can help retain clients and contribute to the company's growth.
Showcase Relevant Experience: When detailing your work history, focus on roles where you successfully retained customers or improved service experiences. Quantify your achievements with numbers or percentages to illustrate your impact.
Highlight Problem-Solving Skills: Emphasise your ability to analyse situations and provide practical solutions. Include examples of how you've resolved customer issues effectively, showcasing your attention to detail and organisational skills.
How to prepare for a job interview at The Citation Group
✨Showcase Your Communication Skills
As a Customer Retention Advisor, exceptional communication is key. Prepare to demonstrate your ability to engage and influence clients during the interview. Use examples from your past experiences where you successfully communicated complex ideas or resolved customer issues.
✨Highlight Your Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled challenges in customer retention. Think of situations where you had to analyse problems quickly and provide practical solutions, as this will show your potential employer that you're equipped to handle their clients' needs.
✨Demonstrate Your Organisational Skills
The role requires managing multiple demands effectively. Share examples of how you've prioritised tasks in previous roles, especially in high-pressure situations. This will illustrate your ability to adapt and stay organised, which is crucial for success in this position.
✨Prepare for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview to assess your negotiation and persuasion skills. Practice common scenarios where you might need to win back a client or secure a renewal. This will help you feel more confident and showcase your skills in real-time.
