As a managed base account and loyalty advisor you will play an integral part in defining process and executing the day-to-day retention activity to ensure we minimise loss whilst identifying ways of encouraging growth through technology migration, upgrade and cross-sell, introducing new services within the managed base.

You will work with the managed base, engaging them in promoting retention and upsell and assisting with higher value retention opportunities, where required. You will directly manage the retention opportunities ensuring the customer is retained and recommitted in contract whilst exploring additional product upsell opportunities.

Salary: £22,308 per annum (+ commission)
Location: Nelson
Working Hours: Monday to Friday – 08:30/09:00 – 17:00/17:30 (37.5hrs)

Key responsibilities:

• Proactively contact and manage the base seeking to maintain revenues and grow the customers product set.
• Grow your knowledge of products & tariffs as well as provide regular feedback to enhance the commercial picture.
• Communicating with and updating Field Account Managers will be essential to improve our ability to service and retain customers.
• Performing inbound and outbound call activity
• Establish a suitable resolution for both the customer and the business in a timely manner.
• Identify opportunities to maximise growth and revenue through cross selling opportunities, referring where appropriate, to specialist sales teams.
• Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.
• Increase customer loyalty and reduce churn working in synergy with other departments.
• To deliver against the key business objectives, business service level agreements and individual key performance indicators.
• Ensure clear, concise, and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary. 
• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet.
• Maintain and improve average customer spend through effective opportunity management.
• Collaborate with the Head of Sales to align department goals with the overall sales strategy and business objectives.
• Stay updated with industry trends, competitor activities, and technological advancements to adjust strategies accordingly.