Retention Co-ordinator, Kettering

Posted By:Kettering Branch
Telephone:01536 526449

Job Summary

Reference: 726100649
Job Type: Permanent
Location: Kettering
Salary: 18 per annum, Benefits: Free Parking
Date Posted: 10/13/2016

Job Description

The main duties of the Retention Coordinator are listed below, but it is the nature of the job that each activity will have its own range of demands which he/she will be expected to meet.

Provision of Exceptional Customer Service

Handling of both inbound/outbound Collections & Customer Service communications;

Actively contributing to customer targeted promotions, communications and loyalty schemes;

Identifying reasons for cancellation and overcoming objectives, negotiating contract continuations;

Aim to retain minimum 15% of those customers wishing to cancel their Subscription, per month;

Efficient first time resolution of all customer queries & complaints where possible.

Collections Support

Resolve customer delinquency problems so as to retain customers;

Consistently increase cash collection rates whilst keeping the customer first in every interaction;

Planning & Administration

Meeting & tracking performance standards;

Daily administration and management of the Subscription portfolio including Direct Debit maintenance;

Accurately recording all customer interactions.

Person Specification

We are looking for someone who:

Has at least 2 years Customer Services experience; collections experience is a bonus however not essential

Has a Client Centric attitude with a positive & professional approach

Is driven & dynamic with an enthusiastic, self-motivated attitude

Has excellent communication skills (written and verbal), with the ability to adapt style depending on the listener/audience

Possesses good organisational skills, with a methodical approach and the ability to manage multiple tasks to deadlines

Can demonstrate exceptional attention to detail

Is proficient in Microsoft & Outlook programmes

Has a full UK Driving License


Consistently remains open to ideas offered by others; supports and uses ideas to solve problems or address issues

Achieves desired results in the midst of changes in responsibilities, work processes, timeframes and performance expectations

Demonstrates openness to new organisational structures, procedures and technology

Learns and develops new skills or behaviours to adapt to constant changes

Attention to Quality

Completes tasks with a concern for all the details involved

Establishes and follows work procedures to achieve a high level of quality, productivity and/or service

Initiates action to correct problems and notifies others of issues as appropriate

Prepares deliverables with an eye to the customer and the company, ensuring accuracy and comprehensive outcomes

Communication & Influence

Communicates effectively, both verbally and nonverbally

Expresses thoughts clearly, concisely and in a timely manner, both orally and written, fact to face, and through appropriate communication technologies

Continuous Improvement

Drives out waste through active participation in and the seeking out of opportunities to use problem solving skills and other quality improvement tools

Grows a culture of customer focus by actively pursuing and ultimately anticipating customer needs

Helps orient other associates into the continuous improvement culture; how to be agile, quality driven and customer focused

Contributing to Team Success

Keeps in mind that success is defined by the success of the entire team

Demonstrates cooperation and collaboration while participating in a group or team

Establishes and maintains productive working relationships

Demonstrates a personal commitment, both in thought and in action, to the success of the team

Safety & Working Conditions

Works safely as a condition of hire and continued employment

Accepts personal responsibility for safety

Elevates issues to eliminate or safeguard unsafe acts and conditions

Believes that work related injuries are preventable and, therefore, unacceptable

Service Excellence

Establishes and maintains effective relationships with customers at all times

Consistently shows a passion for getting things done & meeting commitments to others

Dedicated to meeting the expectations and requirements of internal and external customers

Gets first hand customer information and uses it for improvements in products and services

Effectively operates in line with governance guidelines as outlined within corporate Sarbanes Oxley mandates

Alternating Hours on a weekly basis; Week 1 - 9.00am - 5.30pm; Week 2 8.30am - 5.00pm