Retention Specialist

Salary: Salary up to £30,000 • Location: Manchester

Retention Specialist

Salary up to £30,000

Location

Manchester

Purpose

In a fast paced, global business, support growth by retaining existing clients through our super service strategy. Contact clients who are coming to the end of their agreement or are overusing our software to re-negotiate their agreement, retain their business and increase revenue.

Reports to

Head of Retention and Customer Solutions UKI

Hours of work

Monday – Friday – 9am – 5:30pm

Day-to-day responsibilities include but are not limited to the below:

• Meet and exceed all monthly Save Rate targets
• Meet and exceed all individual KPIs
• Record information accurately in CRM
• Report on own performance weekly/ monthly/ quarterly to the Head of Retention and Customer Solutions
• Identify opportunities to increase contract value by discussing additional products, services and software over usage, focussing on the needs of businesses and driving product usage and engagement
• Work with the finance and credit control departments to retain clients experiencing financial hardship
• Work with the customer service team to re-engage dissatisfied clients following service issues with a view to establishing long term business relationships and customer loyalty
• Generate new business opportunities via referrals from existing client base or networking
• Maintain and improve client sentiment and online reputation by always providing a super service
• Take ownership of own product knowledge ensuring you are an expert in all things Bright

*Key requirements *

Required skills and experience

• Must have exceptional customer service skills
• Must have a proven record of retaining lost clients through negotiation and excellent customer service in a B2B environment
• Must be able to communicate with internal stakeholders at all levels
• Ability to work in a fast-paced environment
• Adaptable to change and willing to bring forward ideas to shape the future of the role

BrightHR Benefits

• Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)
• Private health care cover after 5 years’ service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% food and drink discount
• New Century 20% food and drink discount
• Revolution De Cuba 20% food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

Values & Behaviours

• Living the company values of We care, We take action, we innovate, we inform, and we do the right thing
• We lead by example and recognise those living our values
• We drive the narrative by inspiring and engaging our team
• We collaborate with rigor and embrace diversity of thought
• We deliver with a united voice
• We take ownership by staying close to team performance by Super Coaching and Walking the Walk
• We keep our approach simple and stick to the playbook to deliver on promise
• We think critically and commercially, assess the situation before jumping to the solution

We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.

We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.

We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.

BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics