Client Retentions Team
Role Summary
- Monitoring trade levels and engaging with clients to gain a better understanding of their needs, expectations and perception of TCG, to drive customer satisfaction
- Working alongside customer service colleagues, to support with inbound and outbound calls, and internal ticket system
- Investigating queries and operational issues to provide resolutions for clients
- Handling escalations to minimise the chances of losing business
- Improving clients’ understanding and awareness of services to develop and enhance client relationships
- Reviewing pricing arrangements to maximise profitability and identify opportunities for increased trade
- Weekly reporting on customer service challenges and the overall status of the client base
What We Are Looking For
This is a role that requires strong organisational skills, attention to detail and a ‘can do’ attitude. You will take the lead on retaining business, approaching matters in a polite, professional manner, using tact and diplomacy.
You will have experience in customer service and/or retention, ideally with account management responsibilities. Efficient in Maths and English, you will maintain a confident professionalism in handling challenging situations and take ownership of matters towards conclusion.
What’s In It For You
This is a fun environment with a collective sense of purpose, using bespoke systems and a unique approach. You will benefit from:
- Regular coaching
- Team lunches, after work socials and seasonal celebrations
- 20 days holiday per year in addition to public holidays, accruing an additional day per year up to 5 years
- Working in a values-driven environment where we are Agile and Energetic, Aim for Excellence, Challenge Convention and Do What’s Right
About Us
The Collect Group is a national company with a local feel, developing solutions for national parcel networks, marketplaces, and the heroes of the high street.
Expected start date: 20/09/2021
Job Types: Full-time, Permanent
Salary: £20,000.00-£24,000.00 per year
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Client Retentions Executive in Newcastle upon Tyne employer: The Collect Group
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