Customer Service Advisor - Wokingham, Berkshire, United Kingdom - Leaders Romans Group

Leaders Romans Group Wokingham, Berkshire, United Kingdom

2 weeks ago

Description

Job Title:
Customer Success Advisor
Crowthorne House, Wokingham (Hybrid)

Brand :
Leaders Romans Group

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels.

With over 200 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience.

Reporting to the manager of the Customer Success Team we are looking for a Customer Success Manager who will be responsible for maintaining and improving the retention rate of landlords.

They will focus on understanding the reasons behind termination and addressing issues as well as rebuilding the customers loyalty to ensure long term retention.

They will be solution focused and will analyse data and feedback to identify the causes of attrition and implement retention programs and initiatives.

Understanding ATB erosion through gaining quantitative feedback from landlords following notice to terminate their contract.
Monitoring and measuring the retention rate and other key performance indicators and reporting on the results and outcomes.
Using surveys, interviews, or focus groups to collect feedback and insights from customers.
Analysing data and feedback to identify the factors that influence retention and attrition and recommend improvements or changes.

Collaborating with other departments or teams such as marketing, lettings, customer service, human resources, and digital development to ensure alignment and consistency of retention efforts.

~ Experience in retention management, customer service, account management or similar role
Creativity and innovation aiding in design and implementation of retention campaigns
Proven track record for career growth and advancement within the company
Market leading training and ongoing professional development
Competitive base salary and Commission structure
Salary sacrifice pension scheme
Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year
Leader Romans Group does not engage the services of Recruitment agencies for the purpose of hiring.

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