Job Description
Based within our vibrant Customer Support Centre in Manchester, our Retention Advisors are the first point of contact for all our Fire Suppression customers who want to cancel the service. Our retentions advisors pride themselves on using exceptional customer service skills alongside strong commercial acumen to resolve customer issues and retain their contracts. You’ll use a variety of tools to create bespoke offers which meet customers’ needs whilst engaging with stakeholders across the business to drive improvements in process, products, and systems. What we offerCompetitive salary25 paid holidays + Bank Holidays and sick payComprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security productsExtensive product and on the job/cross training opportunities with outstanding resources availableEncouraging and collaborative team environmentCareer development through various career ladders including Customer ServiceDedication to safety through our Zero Harm policy
Responsibilities + Skills
Excellent decision making and organization skillsContract Negotiation skillsA consultative approach, able to influence others to support objectivesAn enthusiastic, passionate, and highly motivated person who demonstrates professionalism and a positive can-do attitude
Education
Using data available, you will proactively manage customer relationships to ensure longevity and loyaltyAct as first point of contact for any customers who have any level of dissatisfaction with the service they have received.Identifying emerging issues from retention conversations with customers, establishing trends and patterns and escalating as appropriate.
Experience
