About The Role

Skilled at Customer Retention and local to Smethwick?
Customer Support Advisor – 20 hours a week.
Smethwick – Part time office based role (4 days a week) with excellent benefits
(Must have experience working with Microsoft Packages – Word, Excel, Powerpoint and Teams)

Do you have Customer Support experience in an office or contact centre? Are you looking for a secure role with a market leading company that is local to you? Great at finding resolutions? If you are based in Smethwick or the local area, with excellent listening and communication skills this may be the perfect role for you. Consider these factors:

• Permanent Monday – Friday full-time role.
• No evening working.
• No weekend working.
• Office based with no car parking charges. Opportunity for Hybrid when probation successfully completed.

• Responding to a variety of cancellation requests ensuring full requirements are identified accurately and fulfilling our customer promise of ‘’1st time resolution’’ whilst attempting to save the business.
• Assist in the reduction of customer churn by being proactive in solving customers problems and giving excellent customer service to both the customers and Area Account/Sales Managers.
• Meeting and exceeding individual targets/objectives agreed with your managers in regular one to one meeting. These will include quality, amount of business saved, cancellation rates, attendance at work etc.
• To recognise and enforce, where appropriate, breach of contract terms and uplift charges to negotiate an acceptable contribution for early termination of contract.
• Negotiating directly with customers or help Account Managers negotiate with customers to save a cancellation where applicable, by re-selling the benefits of products and services, resolving any problems and/or re-assessing pricing if appropriate.
• To assist with the daily review within the Customer Relations work pool and deal with a multitude of customer support enquiries.
• Achievement of monthly/quarterly development plans with continued coaching and support from your manager.
• To proactively look out for opportunities to up-sell customers products and services to enhance the customer experience and increase revenue.
• Support the Customer Contact Manager with any tasks/projects that require customer engagement.
• To compile information for customers via root cause analysis in order to feedback to the business and consistently improve the overall customer experience.

• Great customer focus, with excellent listening and problem-solving skills
• Excellent organisation skills, with the ability to work well in a time-focused environment.
• High morals, someone who is reliable, honest and has resilience and integrity.
• Exceptional communication skills, always polite and able to negotiate effectively.
• Experience in a similar customer retentions role would be advantageous.
• Proven experience working with Microsoft Packages – Word, Excel, Powerpoint and Teams

• A good salary of £12,698.40 per annum.
• No weekend or evening working – great hours 4 days a week (20 hours a week)
• Real savings with major supermarkets and retailers through amazing employee discounts with phsPerks.com
• Further savings with our phs Direct Online shop
• Free Parking on-site so no parking costs
• Excellent careers opportunities
• Access to Online GP for you and your family. 
• Accredited ILM training through external and in-house training
• Flexible training scheme
• Apprenticeship opportunities
• 23 days holiday plus bank holidays
• Buy / Sell holiday scheme