Job Description

We are Absolute Collagen, the Original Collagen Specialists and one of the top 100 certified great places to work! Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities.

Our values underpin our essence as an Absoluter: Authenticity, Collaboration, Entrepreneurial spirit, and Responsibility at our core.

We recruit talented people from a diverse range of backgrounds and cultures, providing equality and inclusivity for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We champion bringing your true self to work. Together, we embrace the unknown, tackle challenges head-on, and create a future filled with endless opportunities.

Main Purpose of the Role

As a Customer Service and Retention Advisor, you will provide excellent and expert customer service whilst driving customer retention and creating an exceptional customer experience.

Role Requirements

• Deliver friendly, efficient customer service by directly engaging with customers across inbound and outbound channels, including email, phone, social media, and live chat.
• Respond promptly and professionally to customer reviews on public platforms such as Trustpilot.
• Complete additional tasks on a rota basis to support team operations.
• Work towards individual and team KPIs and retention targets, with a strong focus on accuracy and efficiency.
• Effectively organise and prioritise workload to ensure urgent tasks are addressed in a timely manner.
• Accurately capture and maintain customer information, ensuring full compliance with GDPR requirements.
• Take ownership of customer issues and resolve complaints professionally, creating positive outcomes within agreed timeframes.
• Manage customer payment disputes, returns, and refunds in line with company procedures.
• Use the retention toolkit to reduce cancellations and drive customer retention across the business.
• Adhere to all processes and procedures to ensure consistent, high-quality customer outcomes.
• Maintain excellent product and business knowledge to provide accurate advice while complying with all customer service standards.
• Take responsibility for personal development by proactively seeking clarification, feedback, and additional training when required.
• Regularly update knowledge of products, campaigns, and promotional offers.
• Gather and share customer, product, and competitor insights with the Customer Service Lead (CSL) to support continuous improvement of the customer experience.
• Ensure all mandatory training, including health and safety, is completed and kept up to date.
• Actively participate in recognition initiatives to promote a positive and supportive team culture.
• Consistently role model AC’s values of Authenticity, Collaboration, Responsibility, and an Entrepreneurial mindset.