Job Description:

Customer Service & Retention Advisor



About the Business

We are an established and growing consumer brand with a strong reputation within our sector and an award-winning workplace culture. We are passionate about creating exceptional experiences for both our customers and employees.
Our values are centred around Authenticity, Collaboration, Responsibility, and Entrepreneurial thinking. We are committed to creating an inclusive environment where individuals from all backgrounds can thrive and bring their true selves to work.

Main Purpose of the Role

As a Customer Service & Retention Advisor, you will provide exceptional customer service while supporting customer retention initiatives and delivering an outstanding customer experience.

Role Requirements

• Deliver friendly and efficient customer service across inbound and outbound channels, including email, telephone, social media and live chat.
• Respond promptly and professionally to customer reviews on public platforms.
• Complete additional operational tasks on a rota basis to support team requirements.
• Work towards individual and team KPIs, including customer retention targets, while maintaining a high level of accuracy and efficiency.
• Effectively prioritise workload to ensure urgent customer requests are addressed promptly.
• Accurately maintain customer information in line with GDPR requirements.
• Take ownership of customer issues and complaints, delivering positive resolutions within agreed timescales.
• Manage payment disputes, returns and refunds in accordance with company procedures.
• Utilise retention tools and processes to reduce cancellations and improve customer retention.
• Follow all established processes and procedures to ensure consistently high standards of customer service.
• Maintain excellent product and business knowledge to provide accurate guidance and support.
• Take ownership of personal development through feedback, training and continuous learning.
• Keep up to date with products, campaigns and promotional activity.
• Share customer, product and competitor feedback with management to support continuous improvement initiatives.
• Complete all mandatory training, including health and safety requirements.
• Contribute positively to team culture and recognition initiatives.
• Demonstrate company values in all aspects of the role.

Qualifications & Experience

• 2-3 years' experience within a customer-focused role.
• 2+ years' experience using Microsoft Office and/or Google Workspace.
• Previous customer retention experience is essential.
• Basic to intermediate computer skills.
• Strong written and verbal communication skills.
• Excellent spoken and written English.
• Professional and confident telephone manner.
• Ability to multitask and effectively prioritise workload.
• Strong organisational and administrative skills.
• Experience working within a fast-paced environment.
• Excellent complaint handling and problem-resolution skills.

Skills & Attributes

• Passion for delivering exceptional customer service.
• Strong communication and relationship-building skills.
• Collaborative and team-oriented approach.
• Self-motivated and proactive mindset.
• Excellent organisational and problem-solving abilities.
• Resilient and adaptable to changing priorities.
• Results-focused with a commitment to achieving targets.
• Positive, enthusiastic and adaptable approach to work.

Incentives & Rewards

• 34 days annual leave including bank holidays.
• Hybrid working pattern - 3 days office based and 2 days working from home.
• Annual bonus scheme.
• Health Cash Plan.
• Life Assurance.
• Supportive and collaborative working environment where employees are valued and recognised.
• Regular social events and team activities.
• Structured learning, development and progression opportunities.
• Cycle to Work Scheme.
• Employee discount programme for family and friends.
• Complimentary company products.

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.