About our Client
Our client is the preferred providers of fire, health and safety and building services to many of the UK's leading managing agents and property owners, as well as major retailers, local authorities and other commercial occupiers. Providing risk assessments, essential routines and training to help ensure their clients are compliant with fire, health and safety legislation. Looking after over 20,000 properties nationwide, they specialise in helping clients achieve safety compliance simply and cost-effectively.

Job Purpose
As our client moves further into working digitally, the job role of Customer Retention Co-ordinator is a graduate scheme presenting the successful applicant with an opportunity to gain experience in a fast-paced customer service environment, where the emphasis will be on the retention of existing business through providing exceptional customer service.
A graduate scheme is a work-based training programme that allows recent graduates to gain practical experience with a company. The programme will usually involve training, mentoring and hands-on work.
These schemes offer full training, development and support and allows the graduates to benefit from the ability to progress onto more advanced roles within an organisation.

Specific Responsibilities & Accountabilities

Prevent the loss of existing business by understanding the customers needs, and working to meet them where reasonable.
Deliver annual target of £100,000 of retained business.
Upsell a minimum of £50,000
Liaising with customers/raising quotations for Fire Risk Assessment Reviews
To obtain details of Services/Buildings that are to be terminated and process through the system, liaising with service delivery/scheduling departments, as necessary.
To obtain all details of Services/Buildings that are due to go into the Handover process and process through the system.
Liaising directly with Customers to retain services.
To drive efficiencies in the Handover process – to obtain contact details for the new contacts/clients as efficiently as possible to maximize retention of services and revenue.
To drive efficiencies in the Termination Process – to take immediate ownership of a terminated building or client, outside of the normal sales ledger procedures, and follow the specific Termination Policy.
Ensuring that all relevant documentation is issued, all income is correctly recognized and promptly recovered.
Take an active part in the production and upkeep of procedures and information for complex or portfolio customers, ensuring the detailed and up to date documentation of termination processes.
Undertake routine data hygiene activities (e.g., QCC) as required for terminations.
Assisting the Account Manager and Business Development Director with setting and monitoring Target Performance Measures & Metrics along with other reporting as required for Terminations and Handovers.
The post holder will help the continuous improvement of the department, help identify and deliver efficiencies and other benefits where possible.
To ensure our Finance procedures and guidelines are followed.
Any other tasks identified by Business Development Director and Account Director.
Purchase Order renewal management
Upsell additional services to existing customers.
Liaising with relevant departments to ensure swift conclusion to customer queries
Supervision of the customer success team

Duties and Responsibilities

Ensure customer experience is at the forefront of all interactions to enable us to provide a high-quality customer service
Update our internal CRM systems in IFS and Salesforce, ensuring data is correct and utilised in the correct way
Demonstrate initiative, self-drive, curiosity and a will to accept ownership for performance attainment against KPIs
Meet and maintain high standards in customer correspondence, verbal, and written, via emails and reports
Be a key contributor towards quality control initiatives, and a champion of Best Practices within the team. This will help us maintain a consistent level of frontline services for customers and sub-contractors
To demonstrate commitment and willingness to collaborate effectively with other teams across the business. All actions must be aligned with the Group’s strategic objectives

Corporate Responsibilities

Engage with colleagues across the business, improving the customer experience, helping us meet high levels of customer retention. The candidate is expected to show commitment and diligence with key customer portfolios, ensuring SLAs are well regulated and complaints kept to a minimum.
Support the teams Directors by demonstrating leadership and skills, and a desire to see issues and initiatives through to completion, with the achievement of the required outcomes

Graduate Customer Retention Co-ordinator | £22000 | Risk Assessment | London - Remote

Save Job

SALARY

£22000

LOCATION

Central London

CONTRACT TYPE

Graduate job (permanent)

JOB DESCRIPTION