Customer Retention's Adviser

  • Location
    Newcastle Upon Tyne, Tyne And Wear
  • Salary
    £ 28597 - £ 34000 / Year
  • Category
    Sales & Retail - Sales, Retail and Customer Service
  • Job type
    Permanent
  • Industry
    Public Sector
  • External Reference
    JN-062021-190769

Adecco are delighted to represent their market-leading client, who are seeking two Customer Retention's Adviser to join an already well established team. We're supporting through a period of growth, so this client who an educational software business, seeking individuals who have a background in customer retention's- we're not call centre based.


We're looking for an individual who truly understand's pipeline, and processes surround retention's of clients.


The Role:


Conducting telephone consultations, online demonstrations of software, training and support. Although leads are generally inbound / warm, they require careful management due to the sales process typically lasting two months. As the pipeline builds, so does earning potential - *please note that evidence can be provided during the interview process to support OTE figures.


Benefits include:


Generous commission, company pension, Perk Box, Health Shield and holiday package of up to 37 days (inc. Bank holidays). With office facilities first class, with penthouse views of the North East.


The role:


Dealing with existing customers, the successful candidate will work to ensure our customer and revenue retention's rates are maximised. Applicants will need to be experienced in a consultative sales approach as well as being customer and quality focused. You will work towards ensuring a high renewal rate for our software and support contracts to existing customers. Assigned cases will be taken through the renewal pipeline in an approach consistent with the culture and values of the business. You will be responsible for keeping your CRM pipeline updated, ensuring that customer contact details are accurate.


Duties / Responsibilities



  • Take cases through the renewals pipeline as quickly and efficiently as possible, adopting a consultative approach.

  • Make outbound calls to customers who have not responded to our renewal notifications

  • Meet renewal sales target set by your line manager

  • Maintain close, regular contact with assigned accounts both current and lost

  • Ensure databases are cleaned as appropriate

  • Provide telephone advice and support

  • Provide pricing information (quotes), negotiate and close sales

  • Use IT involving a customer relations management system (CRM) to record customer details, communications and process orders. A high degree of accuracy must be employed at all times

  • Provide timely progress reports in such form as shall be required by your line manager

  • Respond to all e-mail and telephone requests promptly and efficiently, recording them accurately on CRM

  • Occasionally visit customers and attend trade shows/exhibitions

  • Has the capacity to work from home if required, e.g. COVID-19 restrictions.


Essential Abilities



  • 2 years' experience in either renewals, retention, sales or account management

  • Consultative sales experience

  • Excellent communication skills (verbal and written)

  • Excellent ICT skills

  • Proficient in Microsoft Word, Excel and Outlook

  • Confident to present to clients and company managers

  • Willingness to travel (occasional overnight stays)

  • GCSE (or equivalent) Grade C or above in English and Maths

  • Pass a DBS check

  • Must be willing to take holiday out of school term time


Desirable Abilities



  • Sage 200 and Sage 200 CRM knowledge and experience

  • Customer Relationship Management software experience

  • Training experience i.e. sales, product or online

  • Experience in education sales market

  • Own car / clean driving license as on occasion you may be required to work offsite

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Hazel saint