Customer Service Retention Advisor

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service Retention Adviser

• If you have previous experience in a telephony role, coupled with strong communication and negotiation skills, we’d like to hear from you
• Joining a dynamic and fast paced team, you’ll be delivering exceptional service to help us discuss options with customers who have requested to cancel their contract
• In return, you'll have the opportunity to build a wealth of transferable skills from ongoing coaching, to enhance your development and progression prospects
• This is a remote first role so you can be based anywhere in the UK, and depending on your experience, you'll be rewarded with a salary of up to £22,455 per annum, along with our excellent benefits package

What you'll do

In your new role, you’ll be logging and managing customer cancellation requests, engaging directly with our customers over the phone to understand their reasons for cancellation and offer appropriate solutions. By identifying needs and putting each customer at the heart of everything you do, you’ll aim to restore or retain their trust in Mentor Services.

Day-to-day, you’ll be:

• Promoting our services and digital platform to customers
• Delivering a service to new and existing customers that generates interest and meets their needs
• Sharing product details and solutions that are fit for purpose for customers through an excellent understanding of the customer's needs
• Identifying emerging issues from customer discussions and escalating as appropriate to line managers
• Maintaining your knowledge of our products and services to deliver excellent customer service

The skills you'll need

You’ll have good experience of working in a telephony role, preferably in a business to business environment. What’s essential to this role is your exceptional communication, influencing and negotiation skills.

You’ll also need:

• An excellent telephone manner and excellent listening skills, with the ability to understand customer needs
• Good time management, planning and organisation skills
• The ability to work proactively with good problem-solving skills

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.