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- Tasks: Deliver exceptional customer service and manage contract-related queries.
- Company: Join a growing, customer-focused organisation in a fast-paced environment.
- Benefits: Competitive salary, hybrid working, and opportunities for career growth.
- Why this job: Make a real impact on customer experience and strengthen loyalty.
- Qualifications: 3 years in a customer-facing role with strong communication skills.
- Other info: Dynamic role with a focus on relationship management and teamwork.
The predicted salary is between 27000 - 29000 £ per year.
We are currently recruiting for a Retention Advisor to join a growing and customer-focused organisation within a fast-paced service environment. This is a fantastic opportunity for someone passionate about customer experience and relationship management to play a key role in retaining and supporting an established customer base.
As a Retention Advisor, you will act as a primary point of contact for customers with contract‐related queries, delivering an exceptional service experience at every interaction. You will work closely with the Customer Service Manager to enhance customer satisfaction, strengthen loyalty, and protect ongoing revenue through proactive support and engagement.
Key Responsibilities- Deliver a high-quality, engaging customer service experience across all touchpoints.
- Manage inbound and outbound customer calls, handling queries with professionalism and efficiency.
- Take ownership of contract‐related requests including renewals, upgrades, add‐ons, and service changes.
- Identify opportunities to retain customers and support upselling where appropriate.
- Manage and resolve customer queries via ticketing systems in a timely manner.
- Maintain strong product and service knowledge to support customers effectively.
- Coordinate customer requirements to ensure a smooth and seamless service journey.
- Build strong relationships with internal teams to deliver the best outcomes for customers.
- Support onboarding and training of new team members where required.
- Minimum of 3 years' experience in a customer‐facing role, ideally within a B2C environment.
- Experience handling inbound calls in a sales or sales support setting.
- Strong communication skills with a confident and professional telephone manner.
- Highly organised with the ability to manage multiple tasks while maintaining attention to detail.
- Passionate about delivering outstanding customer service and achieving KPIs.
- Resilient and able to perform well in a busy, high‐volume environment.
This is an exciting opportunity that offers a competitive salary of £27,000 - £29,000 and hybrid working of 3 days in the office and 2 days at home. This is a varied and engaging role where you can make a real impact on customer experience.
Retentions Advisor in London employer: Zoom Recruitment Services Ltd
Contact Detail:
Zoom Recruitment Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Advisor in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling inbound and outbound calls, it’s crucial to sound confident and professional. Try role-playing with a friend or family member to get comfortable with common customer queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative customer interaction into a positive one. This will demonstrate your ability to handle contract-related queries effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Retentions Advisor in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Retention Advisor role. Highlight your customer service experience and any relevant achievements to show us why you're the perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your passion for customer experience and how you can contribute to our team. Keep it engaging and personal – we want to get to know you!
Showcase Your Communication Skills: As a Retention Advisor, strong communication is key. In your application, demonstrate your ability to convey information clearly and professionally. This will help us see how you handle customer interactions.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Zoom Recruitment Services Ltd
✨Know Your Stuff
Make sure you brush up on the company's products and services. As a Retention Advisor, you'll need to demonstrate strong product knowledge to effectively support customers. Familiarise yourself with common queries and how to handle them.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your ability to deliver exceptional customer service. Think about times when you turned a negative situation into a positive one or successfully retained a customer.
✨Practice Active Listening
During the interview, show that you can listen actively. This means not just hearing the questions but also understanding the underlying needs. Respond thoughtfully to demonstrate your communication skills and empathy towards customers.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play during the interview. This could involve handling a mock customer call. Practise staying calm under pressure and think about how you would manage contract-related queries while maintaining a professional tone.