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Household Business Retention Advisor

Department Household – Inbound Contact Centre – Business Retention
Starting Salary £12,505 up to £14,000 pa
Through Performance Reviews you will be able to progress to a Senior Business Retention Advisor
Induction Comprehensive 4 weeks training–Monday to Friday, 9am– 5pm
(We are unable to honour holidays during the training period)
Hours of work You will be required to work 36.25 hours per week on a rota basis between 8am and 8pm Monday to Friday, and 8.00am to 4.00pm on Saturdays (approx. 1 in 2 for which you will have a day off during the week)

Description:

The role of a Business Retention Advisor with the inbound contact centre is both exciting and challenging… Are you able to rise to the challenges of BRU, if you think you are we will welcome your application.

Key Deliverables

Our vision is to ensure 95% retention of RIAS existing policyholders on a consistent month on month basis. To enable us to achieve this you will be aware of the importance of:

  • Delviering Business Service Level Agreements
  • Maintaining a high levels of compliance
  • Having a positive and pro-active approach to change
  • Will be able to demonstrate or show proven sales and customer services experinece

The Business Retention Unit is critical to the success of the inbound contact centre and the growth of RIAS.

Your Team Manager will ensure that you are proactively developed through consistent high quality coaching and motivation to ensure you develop the required skills and competencies, and that targets are met or exceeded by identifying your strengths and development areas.

Target Measures (Key Performance Indicators):

Element Target
Calls per hour 10
Add-on sales conversion 17% of total calls taken
Cross selling conversion 8% of total calls taken
Productivity 75%
Compliance/GISC regulations 10 calls are monitored and assessed at random over one month – 9 passed
   

What are we looking for?:

For the Business Retention Role, we would expect you to have previous experience in a customer-facing role, not necessarily within a sales environment. You will be able to communicate effectively and confidently at all times and enjoy working to targets in order to reap the rewards of our incentive schemes. You will also possess a desire to provide exceptional levels of customer service and deliver to the required standards mentioned above.
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