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Job description

THE EMPLOYER IS: SMARTPAYNI The Retentions & Loyalty Advisor focuses on retaining existing customers by applying save strategies, offering tailored incentives, and managing customer accounts. The role requires strong communication, negotiation skills, and the ability to analyse customer data to identify risks or opportunities. Trainees will receive step-by-step training and progress into direct retention activity.

Responsibilities

• Use customer data and scripts to apply retention and win-back strategies. Full training will be provided.
• Manage customer accounts, update profiles, and maintain accurate records.
• Identify at-risk customers using reports and escalate as needed.
• Apply loyalty offers, discounts, or incentives using internal systems.
• Communicate clearly with customers to understand concerns and propose solutions.
• Work across CRM, telephony, and email systems to deliver a seamless service.

Skills and Qualifications

Essential Skills

• Strong communication and persuasive skills.
• Ability to handle difficult conversations professionally.
• Good computer literacy.
• Problem-solving and negotiation ability.
• Willingness to learn retention strategies.

Desirable Skills

• Experience in customer retention, sales, or customer service.
• Knowledge of CRM systems or call-handling software.
• Understanding of customer behaviour or churn indicators.

Further Information

The Employer is: SMARTPAYNI JobStart Opportunity - Working Hours Information - Standard Hours: up to 25 hours per week. - Flexible/Reduced Hours: May be available upon approval by a Work Coach. - Additional Hours: The employer may offer extra hours depending on availability. This should be discussed directly with the employer before starting employment. The job advert may end before the closing date if requested by the employer.

Application Information

JOBSTART IS OPEN TO WORKING AGE BENEFIT CLAIMANTS WHO ARE DEEMED ELIGIBLE BY A WORK COACH. If you are on Universal Credit, please contact your Work Coach via your Journal. If you are in receipt of any other working age benefit, please contact your local Jobs & Benefits Office on 0800 001 5782.