Retentions Advisor

  • Job Reference: 132766
  • Date Posted: 9 May 2022
  • Recruiter: Easy Web Recruitment
  • Location: Haydock
  • Salary: £18,525
  • Sector: Customer Service
  • Job Type: Full Time Flex
  • Work Hours: Full Time

Job Description

Retentions Advisor

Commercial Relationship Advisor

Monday – Friday, between the hours of 8am-6pm (Core hours 9am-5.15pm).

Haydock, Merseyside

Flexible Working – open to remote working 2-3 days a week

Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable price proposition that as yet, is unrivalled and when you combine this with our core values it is clear to see why our Trust Pilot reviews are the best in the industry.

Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.

About the role
  • To proactively deal with all closure requests from various sources (Telephone, letter, email), with a view to improving customer retention
  • Identify customer issues through effective questioning and objective handling
  • Prepare new quotations for customers using the relevant retention tools available
  • Undertake outbound calls to targeted customers to generate new revenue and promote additional products.
  • Achieve agreed Key Performance Indicators
  • Deal with daily reports received from external parties
  • Understand and adhere to industry standards, e.g. GDPR
  • Maintain and develop relationships with internal departments
  • Maintain accurate system records
  • Develop an understanding of the card market and industry standards
  • Understand Management Information requirements and ensure accurate records are kept as required
  • Understand the objectives of the company and work towards them
  • Suggest and implement improvements to working practices and procedures
About you
  • Team player with a clear focus on providing excellent customer service
  • Excellent negotiation and objective handling skills
  • Tolerant and empathic communicator with a confident telephone manner
  • Takes ownership of queries, problems and projects and manages to resolution
  • Able to manage own workload and work unsupervised if necessary
  • PC Literacy – use of in-house database and MS Office applications
  • Attention to detail
About Handepay

This is an exciting time to join Handepay, a highly progressive, rapidly growing company with a market leading proposition. We have been providing merchant services to small and medium sized businesses across the UK for a decade. The company now has over 180 employees, 28,000+ customers and aims to help businesses save money and grow through its services which include chip and PIN card terminals, contactless terminals including Apple Pay as standard, e-commerce solutions and business cash advances.

Our customers rate Handepay Merchant Services as ‘excellent’ with 5 stars on the independent review site ‘Trustpilot’

Our Glassdoor rating is 4.6 and you will find many positive reviews of what it is like to work for us.

Job type

Permanent, Monday to Friday. Our contracted working hours are 36.25 per week Monday to Friday between the hours of 8am-6pm (Core hours 9am-5.15pm).

We are focused on ensuring our team enjoy a good work-life balance, offering a range of benefits.

  • 22 days annual leave + bank holidays
  • Contributory pension scheme and life assurance (subject to conditions)
  • Structured induction and on-going training and support
  • Opportunity to progress through the business
  • Monthly pay
  • Company share incentive plan
  • Discounts through our employee benefits platform
  • Vouchers for eye test scheme
You may have experience of the following: Retention Advisor, Customer Retention Agent, Customer Support Agent, Call Centre Agent, Call Centre Operative, Contact Centre Agent, Contact Centre Operative, Membership Sales Executive, Membership Representative, Membership Engagement, Sales Executive, Telesales, Outbound Sales, Inbound Sales, etc.

Ref: 132 766