Retention Advisor Executive


Company Type

As we continue to build and develop the UK’s most comprehensive property website, we are looking to grow our Retention Team. As a Retention Advisor Executive here at Zoopla, you thrive on retaining existing business and provided first class customer service. You see opportunities where others see challenges. In this role, you'll join our Retentions team in London and report to the Client Retentions Manager. As our Customer Retention Advisor, you will be responsible for: and are seeking a seasoned professional to be part of our journey.

The successful candidate will need to be a people person, with great sales and customer service skills and experience of working in a contact centre/telephone- based role. You will need to be able to quickly build rapport with our customers and be willing to go the extra mile in order to secure our customer base.

Working within a target-rich environment, the role will require for you to deal with inbound cancellation calls from existing clients wishing to cancel their agreement – Your role will be providing the best solution to the client to prevent them from cancelling their agreement

Working within a target-rich environment, the role will require for you to deal with inbound cancellations as well as managing those customers who are thinking about cancelling their partnership with us.

As a member of the Retention Team, you’ll help retain existing customers who are looking for more from their Zoopla membership. Your responsibilities will include:

  • Working to meet daily / weekly / monthly sales targets
  • Using your listening and influencing skills in order to retain customers
  • Being supportive and attentive to understand customer issues
  • Gaining a clear understanding of what’s important to each customer so that you can give them a tailored solution
  • Being motivated by working as part of a great team, and supporting each other
  • Doing the right thing for our customers
  • Addressing cancellations within the business SLAs
  • Achieve your daily and monthly targets and KPIs
  • Accurately updating client agreements, accounts, paperwork and the CRM system in a timely manner
  • Planning ahead for the day, week, month
  • Regularly reviewing your performance with a thirst for constant self development.

Reporting back to the management team with regular updates

  • A proactive approach in tackling issues and ability to identify and implement solutions
  • A track record of achieving and exceeding targets whilst focusing on the customer’s needs and experience
  • Resilience in managing difficult customer conversations
  • Relevant experience in Desk Based selling or retention
  • Numerate and detail conscious
  • Computer literate and keyboard familiarity
  • Organised, self-motivated and a team player
  • Ability to work under pressure
  • Commitment to doing the very best for our customers
  • A strong passion for sales and customer service
  • Demonstrate the ability to sell on value

What we are looking for in our Customer Retention Advisor: -

Confident communicator who is able to quickly build relationships over the telephone - Natural solution finder who thrives on resolving problems and a strong negotiator

Target driven with the mentality to exceed expectations - Enjoys working as part of a team - Experience gained working in a fast paced environment Desirable - Experience working within sales retentions / handling complaints ( not a necessity)

  • 25 days holiday + Bank Holidays
  • Private health and dental
  • Gym on site in London – or membership in regional offices
  • Up to 7.5% pension contribution by the company
  • Free breakfast and afternoon snacks
  • Friday night drinks
  • Discretionary annual bonus up to 10% of base salary
  • Birthday day off, move house day off
  • Training and development
  • Referral bonus up to £5K

Check out a full list of our benefits and perks here

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Confirmed 10 hours ago. Posted 30+ days ago.

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