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For Companies At a Glance
- Tasks: Engage clients proactively, manage calls, and deliver tailored solutions to enhance satisfaction.
- Company: Join a leading healthcare company focused on client loyalty and exceptional service.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on continuous improvement and client care.
- Why this job: Make a real difference in clients' lives while developing your communication and problem-solving skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Role Summary
The Customer Service Retention Advisor is responsible for protecting and expanding our client base through proactive engagement, targeted retention strategies, and consistently high-quality service that drives loyalty and reduces churn. This role promotes the company’s full range of services while ensuring exceptional client satisfaction at every interaction. The Advisor will manage a variety of inbound and outbound communications, build strong and trusted relationships, and deliver tailored solutions that meet individual client needs. A key focus of the role includes executing campaigns aimed at improving patient outcomes through product upgrades and conversions. Success in this position requires excellent communication skills, empathy, and a deep understanding of Ostomy and Continence Care.
Key Responsibilities
- Manage Prescription Service inbound calls maintaining expected Service Levels.
- Conduct outbound retention, win-back, prospective client and prescription service calls using structured objection-handling and retention techniques.
- Process EPS tokens and paper prescriptions accurately in the CRM system, resolving issues where needed and maintaining complete, compliant records of all activity.
- Develop and maintain strong relationships with existing clients to ensure loyalty and reduce churn.
- Identify at-risk clients and implement proactive retention strategies.
- Educate clients on Hollister and Dansac products, promote upgrades where clinically appropriate, and seek Clinical Team guidance where needed.
- Promote Fittleworth Delivery Service to all our potential customers and attract new patients to Fittleworth.
- Communicate value propositions clearly and effectively.
- Adapt to use a range of techniques to handle objections and retain/win clients whilst providing excellent service.
- Achieve individual and team key performance indicators (KPIs).
- Resolve issues efficiently, ensuring a positive client experience.
- Gather feedback and elevate concerns where necessary to improve service delivery.
- Enrol new clients onto the Fittleworth system.
- Maintain accurate client records in CRM systems.
- Track retention metrics and report on performance against targets.
- Work in line with standard operating procedures and client call scripts.
- Maintain the accuracy and quality of client records in line with General Data Protection Regulations (GDPR).
- Log complaints as received and elevate as required in line with agreed processes.
- Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients.
- Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner.
- Any other reasonable duties as requested by your Team Leader, the Department Manager, Director or the Company Director Team in their absence.
Customer Service Retention Advisor employer: West Sussex.info
Contact Detail:
West Sussex.info Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Retention Advisor
✨Tip Number 1
Get to know the company inside out! Research their services, values, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident and ready to tackle any questions they throw your way.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Customer Service Retention Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Retention Advisor role. Highlight your experience in client engagement and retention strategies, as well as any relevant knowledge of Ostomy and Continence Care. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since this role is all about building strong relationships, don’t forget to showcase your excellent communication skills in your application. Use clear and concise language, and maybe even share a brief example of how you've successfully handled client interactions in the past.
Demonstrate Empathy and Problem-Solving: We’re looking for someone who understands the importance of empathy in customer service. In your application, mention instances where you’ve gone above and beyond to resolve client issues or improve their experience. This will show us that you’re the right fit for our team!
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 gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at West Sussex.info
✨Know Your Products Inside Out
Make sure you have a solid understanding of Ostomy and Continence Care products. Familiarise yourself with the features and benefits of Hollister and Dansac products, as well as the Fittleworth Delivery Service. This knowledge will help you communicate value propositions effectively during the interview.
✨Showcase Your Communication Skills
Since this role heavily relies on excellent communication, practice articulating your thoughts clearly and confidently. Use examples from your past experiences where you've successfully handled objections or built strong client relationships to demonstrate your skills.
✨Demonstrate Empathy and Client Focus
Prepare to discuss how you would approach at-risk clients and implement retention strategies. Share specific instances where you've shown empathy in customer interactions, as this is crucial for building trust and loyalty.
✨Be Ready to Discuss KPIs and Metrics
Understand the importance of key performance indicators (KPIs) in a customer service role. Be prepared to talk about how you've tracked your performance in previous roles and how you plan to achieve and exceed targets in this position.