Customer Retention Advisor

Customer Retention Advisor
Location: Norwich
Working Hours: 9-5 PM

Citation is one of the UK's leading providers of Health and Safety, HR, Employment Law, and ISO services to businesses.

We pride ourselves on being leaders in our industry, constantly empowering our team, and fostering a culture of support and innovation.

We love what we do, and we're on a mission to grow and that's where you come in.

Not bragging but…we've also just been named one of the Sunday Times Best companies to work for.

Again.

Operating in the UK since 1993, Citation ISO Certification (formerly QMS International Ltd) provides professional consultation and support for Organisations that require a hassle-free and cost-efficient route to ISO Certification.

We have proudly been delivering internationally recognised ISO Management Systems with the aim of ‘making businesses better' since 1993.

Our growth plans are ambitious and we're part of the private equity owned Citation Group.

We're an amazing success story; our customer base has grown significantly year on year over the past few years and we regularly receive service awards, most recently the Feefo top accolade for Exceptional Service for the second year in a row.

Our plans for the next five years are exciting and will see HUGE growth and even more success - that's where you come in!

The role:
The primary function of the role is to renew and retain Citation ISO clients, reselling the benefits of our products and services, providing super service, whilst meeting internal targets / KPIs.
, Client retention: manage the retention of our customer base to ensure that we continue to grow year on year
, Provide advice and guidance; liaise with customers who express an interest in cancelling or renewing their certification contract; with the focus being to ‘winback' customers expressing a wish to cancel and ‘renew' customers at the end of their current certification contract.


, Client feedback: proactively provide customer feedback data to management team regarding the service provided, to ensure our customer journey continues to improve and evolve in line with our customer and industry requirements.

About you:
As a Customer Retention Advisor, you will play a key role in renewing client contracts and retaining customers.

If you're motivated, resilient and have excellent influencing and negotiation skills and want to earn a heap in bonuses, you could be just who we're looking for.

For this role you will need to have:
, Excellent communication skills (written and verbal)
, Strong negotiation, influencing and improvisational skills
, Strong organisation skills with the ability to multi-task / prioritise, and adapt
, Proven retention and customer service experience
, Great numerical skills and superb attention to detail
, Problem solving skills with the ability to think on your feet
, The ability to work autonomously and be able to make decisions where necessary to drive performance
, Previous B2B experience
, Computer literacy: previous experience of working with Salesforce is advantageous
, Knowledge of ISO Certification advantageous, but not essential
, Resilience, driven to exceed targets

Here's a taste of the perks we roll out for our extraordinary team members:

, 25 Days of Holiday + Bank: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home.

Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
, Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
, Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
, Growing Families: We're all about supporting our Citation family, and that includes expectant parents.

Vouchers and special perks await to celebrate the newest addition to your family.
, Healthcare cash plan: Your well-being is our priority.

That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
, Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
, Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.

Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!

Hit 'Apply' now to forward your CV.