Customer Care Advisor

Job Purpose

The Customer Care team handle contract cancellations, resolving issues with customers and giving us the opportunity to save the contract and continue the customer relationship. You will be joining a small team and working closely with one other Customer Care Specialist to handle all “avoidable cancellations” to save as many as possible and leave customers satisfied with the outcome.

Primarily you will need to be highly customer focused and committed to ensuring customers receive first class service. You must be a confident communicator who enjoys problem resolution. You will have to be proactive with the ability to listen to the customer’s reason for cancelling the contract, empathise with them, and think on your feet to provide a swift resolution to save the contract.

This will suit a person who is able to efficiently provide resolutions that work in both the customer’s and business interests. You should enjoy working to targets and you will be rewarded via commission for the contracts you save. If you have used a CRM database that will be helpful and you should be proficient in handling emails.

• Point of contact for cancelled contracts – calling customers within 24 hours of the cancellation notification.
• Understanding and resolving the issues the customer has for contract cancellations.
• Offering solutions such as sending out an engineer to resolve a service issue or reducing the contract value, if it is a cost issue.
• Liaising with relevant teams to provide the resolution and ensuring this is progressed to the customer’s satisfaction, scheduling appointments, or providing an alternative quotation.
• Updating systems and maintaining contact with the customer throughout the process.
• Recording information, including contracts that cannot be saved.
• Taking ownership of tasks and managing own workload within a team environment.

• Competitive salary dependent on experience
• Onsite / close free car parking
• BUPA employee assistance program
• Company incentives
• 1 day Hybrid working per week (after probation)
• Training and development opportunities
• Friendly, supportive team environment
• Dress down and Pizza Friday!

Working hours between 8:30 am – 5.00 pm Monday – Friday.

Apply now to Sue Payne, Recruiter at

** Please be aware all successful candidates will have to undergo relevant security checks by NSSA standards**