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Customer Service and Retentions Advisor

Location: Newcastle

Salary: £24,000

Job Type: Permanent

Job ID: 169495

Customer Service and Retentions Advisor, £24,000, North Tyneside

We’re delighted to be working with our client, an award-winning national service provider and a 2019 Times Top 100 Top Track Company, in their search for experienced Customer Service and Retentions Advisors.

Working closely with the Consumer Relations Manager and the Field Manager, the Customer Service and Retentions Advisor supports the field workforce and customers. This role will have overall responsibility for all the customer care related activity with a specific focus on the North or South region as designated.

We are looking for enthusiastic and customer centric individuals with excellent verbal and written communication skills. This is a multi-channel role (email, telephone, and Google Hangout instant messaging) and so good digital skills and the ability to prioritise and manage your own workload are essential.

This role offers no weekend working!

You’ll need to be flexible to work 40 hours between Monday to Friday, 8am to 8pm.

Key Responsibilities

  • Planning and scheduling of planned maintenance visits for field-based engineers

  • Timely and accurate ordering of stock and tools to facilitate the engineer’s ability to complete their visits and correctly installs first time

  • Managing the prospective customer throughout the process of work ensuring full customer satisfaction is achieved

  • Create and manage customer accounts

  • Efficient handling and resolution of 1st level customer complaints using toolkit options and managing expectations of the customer throughout in line with the business expectations to remediate and retain

  • Liaise with the operations management team to ensure efficient running of your area

About You:

  • Dedicated to the provision of excellent customer service

  • Telephone based customer service and sales or retention experience

  • Professional telephone manner

  • Excellent verbal and communication skills

  • Extremely well organised and able to prioritise

  • Self-motivated and enthusiastic

  • Ability to work closely with key stakeholders


  • 25 days holiday plus Bank Holidays

  • Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of saving’s you can make:

    • Up to 7% discounts on major supermarkets

    • Up to 52% on Cinema tickets

    • Up to 33% on holidays and travel

    • Up to 10% on restaurants and takeaways

    • Up to 25% off gym membership

  • Eye care vouchers

  • Access to Employee Assistance Programme

  • Recommend a Friend and Earn scheme

  • Reward & Recognition Scheme

  • Opportunities to progress in a successful company