Customer Retention Advisor

Job specification

Role: Customer Retention Advisor

Reporting to: Retentions Operations Manager

Location: Norwich – Monday to Friday (9am-5pm)

Benefits: Pension, Health Plan, 5 weeks’ holiday (excluding Bank Holidays), your birthday day off and 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.

About Us

Operating in the UK since 1993 Citation ISO Certification (formerly QMS International Ltd) provides professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised ISO Management Systems with the aim of ‘making businesses better’ since 1993.

Our growth plans are ambitious and we’re part of the private equity owned Citation Group.

We’re an amazing success story; our customer base has grown significantly year on year over the past few years and we regularly receive service awards, most recently the Feefo top accolade for Exceptional Service for the second year in a row. Our plans for the next five years are exciting and will see HUGE growth and even more success – that’s where you come in!

About You

As a Customer Retention Advisor you will play a key role in renewing client contracts and retaining customers. If you’re motivated, resilient and have excellent influencing and negotiation skills and want to earn a heap in bonuses, you could be just who we’re looking for.

For this role you will need to have:

• Excellent communication skills (written and verbal)
• Strong negotiation, influencing and improvisational skills
• Strong organisation skills with the ability to multi-task / prioritise and adapt
• Proven retention and customer service experience
• Great numerical skills and superb attention to detail
• Problem solving skills with the ability to think on your feet
• The ability to work autonomously and be able to make decisions where necessary to drive performance
• Previous B2B experience
• Computer literacy: previous experience of working with salesforce is advantageous
• Knowledge of ISO Certification advantageous, but not essential
• Resilience, driven to exceed targets

Purpose of the role:

The primary function of the role is to renew and retain Citation ISO clients, reselling the benefits of our products and services, providing super service, whilst meeting internal targets / KPIs.

Key tasks:

• Client retention; manage the retention of our customer base to ensure that we continue to grow year on year
• Provide advice and guidance; liaise with customers who express an interest in cancelling or renewing their certification contract; with the focus being to ‘winback’ customers expressing a wish to cancel and ‘renew’ customers at the end of their current certification contract.
• Client feedback; proactively provide customer feedback data to management team regarding the service provided, to ensure our customer journey continues to improve and evolve in line with our customer and industry requirements.