YouFibre
Retention and Loyalty Specialist
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Retention and Loyalty Specialist
Department: Customer Services Location: Remote Compensation: £26,500 / year
Description
Retention and Loyalty Specialist Location: Remote Salary: £26,500 + commission
Doing the right thing for our customers is at the heart of everything we do, and as a Retention & Loyalty Specialist, you’ll bring that to life every day.
You’ll manage a mix of tickets and outbound calls, speaking to customers who may be thinking of leaving and helping turn things around. From solving problems to showing the value in staying, you’ll make every interaction count.
With a strong mix of service and commercial focus, you’ll spot opportunities to retain and upsell in a way that feels right.
If you enjoy real conversations and making a difference, you’ll fit right in.
What you will be doing:
- Speaking to customers who might be thinking of leaving, mostly through outbound calls and tickets, and helping turn things around
- Getting to the root of what’s going on and finding a solution that works
- Keeping on top of your own follow-ups and callbacks so nothing slips through the cracks
- Jumping on issues as they come up, working with internal departments as needed to get problems sorted, fast
- Accurately logging save and loss reasons in the system, having the ability to track and recognise trends
- Keeping customer information up to date and processing orders accurately in the system
- Tracking your activity and results, and staying focused on hitting (and beating) your targets
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What you will bring:
- Strong experience in fast-paced customer facing roles, ideally sales or retentions
- Ability to easily build rapport and excellent communication skills
- Confidence in influencing and negotiating, aiming for the right outcome for the customer and the business
- Comfortable using systems and working independently; organised and self-motivated
What’s in it for you:
- Chance to earn commission on top of your basic salary
- Pension contribution up to 8% employer matched
- 25 days annual leave + bank holidays
- An extra day off for your birthday!
- Discounted Gym memberships & Wellbeing discounts
- Free YouFibre broadband if you are within our area, plus friends & family discount
- Life assurance giving you cover of 4 times your basic salary
- Health care cash plan
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About YouFibre:
We’re not just the average broadband provider. We are fast, fair and changing the category for the better. Ground-breaking speeds up to 8000 Mbps, no mid-contract price rises, great deals for everyone. We do the right thing for our customers. We're a passionate team, driving for progress and our culture reflects it.
Like what you see? Here’s what happens next:
- Hit apply now, fill your details in and your application will wing its way to us.
- Our recruitment team will screen your application against our essential criteria.
- You’ll hear back from us within 2-3 working days of your application submission with an outcome/next step.
- If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at recruitment@substantial.group
- All our applications are reviewed on a rolling basis, if we find the right fit, we may close positions early. So, what are you waiting for? Apply now.
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