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Retention Executive

Employer
The AA
Location
Cardiff, South Glamorgan
Salary
£25000/annum Salary: £25,000 per annum
Closing date
31 Oct 2020

View more

Job Sector
Apprenticeships
Contract Type
Permanent
Hours
Full Time
Company description

We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.

Location: Cardiff

Contract: Full Time/Permanent

Salary: £25,000 per annum

This is the job

The Retention Team are the hub of the Driving School business. This role will be at the forefront of retaining our customers by offering best in class retention service. This is a key retention sales role, speaking with customers daily to understand their customer concerns and find creative solutions to retain custom and grow the business. You’ll come from a customer retention or sales environment and will be used to a hectic day of customer phone calls and web chats.

What will I be doing?

* Retain customers who are looking to resign from the franchise

* Work with existing customers to renew contracts to support the growth of our business

* Identify the customers underlying needs through effective questioning

* Use creative problem-solving techniques to find an appropriate solution

* Perform customer negotiations and reach a fair conclusion from both business and customer perspectives

* Evaluating and adapt our processes to ensure we are always working to the highest efficiency and effectiveness

* Develop new strategies and concepts for customer retention activities

* Provide excellent customer services and ensure customer satisfaction

* Have sound knowledge of our products and services to best match the customers’ needs

* Maintaining positive relationships with customers

* Consistently achieve both individual and team KPI’s

* Develop an understanding of our competitors to drive industry advantage

* Provide monthly reports on activities and findings to support growth within the organisation

* Outbound contact to customers to discuss renewal of their contract

* Maximising our retention rate by securing contract renewals and new business from old contracts

What do I need?

Capability, Knowledge and Experience:

* Experience working within a retention and/or sales area

* Ideally worked in a fast paced, high achieving environment

* Exceptional communicator with experience in customer service

* Ideally experience working in a sales environment with demonstrable, previous sales technique training

* A proven track record of working to targets with an impressive success rate

Personal Characteristics:

* Excellent interpersonal and written skills

* Can think on your feet and offer creative solutions to drive retention

* Assertive with a positive and resilient attitude

* Determination to achieve the best results for both the organisation and the customer

* A customer centric mindset

Additional Information

What else is expected of me?

Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers

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