Client Retentions Team

Role summary

As a Client Retentions Lead, you will be responsible for:

  • Monitoring trade levels and engaging with clients to gain a better understanding of their needs, expectations and perception of TCG, to drive customer satisfaction
  • Working alongside customer service colleagues, to support with inbound and outbound calls, and internal ticket system
  • Investigating queries and operational issues to provide resolutions for clients
  • Handling escalations to minimise the chances of losing business
  • Improving clients’ understanding and awareness of services to develop and enhance client relationships
  • Reviewing pricing arrangements to maximise profitability and identify opportunities for increased trade
  • Weekly reporting on customer service challenges and the overall status of the client base

What we are looking for

This is a role that requires strong organisational skills, attention to detail and a ‘can do’ attitude. You will take the lead on retaining business, approaching matters in a polite, professional manner, using tact and diplomacy.

You will have experience in customer service and/or retention, ideally with account management responsibilities. Efficient in Maths and English, you will maintain a confident professionalism in handling challenging situations and take ownership of matters towards conclusion.

What’s in it for you

This is a fun environment with a collective sense of purpose, using bespoke systems and a unique approach. You will benefit from:

  • Regular coaching
  • Team lunches, after work socials and seasonal celebrations
  • 20 days holiday per year in addition to public holidays, accruing an additional day per year up to 5 years
  • Working in a values-driven environment where we are Agile and Energetic, Aim for Excellence, Challenge Convention and Do What’s Right

About us

The Collect Group is a national company with a local feel, developing solutions for national parcel networks, marketplaces, and the heroes of the high street.

Expected start date: 20/09/2021

Job Types: Full-time, Permanent

Salary: £20,000.00-£24,000.00 per year


Apply by emailing your CV and a brief covering letter outlining why you feel you would be suitable for the role to .. Best of luck!