This is a high-volume outbound calling B2B sales role, focused on engaging with existing customers to renew their contracts and retain the products and services we supply them. A key requirement of the role is that all activity performed aligns to company’s values and sales behaviours, with a customer-centric focus maintained at all times.

Responsibilities of the role (What we want you to do)

1. Take inbound and make outbound calls to customers looking to cancel their products and services, resolving their issues and retain and renew their products and services contracts.
2. Promote, upsell and cross-sell additional products and services to our customers.
3. Perform all activity within regulatory standards, GDPR and quality policies.
4. Complete all reports, system and CRM updates in a timely and accurate manner.
5. Develop a comprehensive knowledge of the company’s products, systems and processes.
6. Create excellent working relationships across the company’s colleague community.

Success Measures (What success in the role looks like)

1. Achieve all commercial targets in a consistent manner (month-by-month).
2. Achieve all agreed activity targets.
3. Operate within the companies quality guidelines.
4. Achieve all objectives agreed with the Customer Retentions Manager.
5. Receive above par scores from customer satisfaction surveys and internal feedback.

Skills (The personal capabilities needed to excel in this role)

1. Good written and verbal communications skills, with an ability to adapt communication styles to individual customers.
2. High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of own work.
3. The drive, resilience and focus required to win in a competitive commercial environment.
4. A genuine interest in own development and learning needs, with the energy and desire to act on them to improve own performance.
5. A professional and pleasant demeanour, with the desire to create good working relationships with both colleagues and customers.