Customer Retention Coordinator

Job information Customer Retention Coordinator from the Company Gradwell Communications Ltd, this latest Customer Retention Coordinator job vacancy is located in the city Hybrid work in Bath. This latest job opening is open to job seekers who have the latest education / graduate . Job Vacancies in this Marketing field have been opened and published up to the specified time.

Job Description :

Role

We are currently seeking a dedicated individual to join our Retention’s Team in the role of Customer Retention Coordinator. This is a customer focused, process driven role where you’ll balance administrative tasks and great customer service effectively to process cancellations and attempt the retention of our valued customers.

Responsibilities

Customer Requests and Cancellations:

· Triage customer requests for contracts and cancellations, identifying opportunities for retention.

· Manage customer export requests and ensure smooth processing of cancellations.

· Escalate cases to the appropriate team as needed.

Customer Offboarding:

· Be the main point of contact for customers during the offboarding process, addressing issues or concerns.

· Provide support to customers transitioning to new services or providers.

Customer Feedback & Reporting

· Gather customer feedback to identify common reasons for cancellations and share insights with internal teams.

· Ensure quality checks on cancellations from the previous month, ensuring correct processing and account closure.

Communication

· Follow up with customers and internal stakeholders throughout the retention lifecycle.

· Provide clear and concise customer feedback to appropriate internal teams, such as Key Account Managers.

Core Skills

· Some experience (1-2 years) in customer service or an admin role, ideally with exposure to retention or support.

· Strong communication skills, both written and verbal, with the ability to remain calm and professional under pressure.

· Excellent attention to detail and the ability to handle multiple tasks effectively.

· A good level of computer literacy, including MS Office and CRM systems (experience is a plus).

· A passion for delivering excellent customer service and an ability to work both independently and collaboratively.

· A personable, outgoing personality with strong problem-solving skills.

Role Competencies

Professionalism – Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position

Teamwork – Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed.

Problem solving – Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate.

Technical skills – Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business’ core areas. Shares expertise and knowledge with others

Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.

Core Competencies

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

Engaging – Working with diverse Engineering teams and getting the best from them

Disciplined – To meet tight timelines and drive the teams to success.

Down to Earth – Gradwell people are straight forward and grounded.

Friendly – Gradwell people like to make the workplace a fun and relaxed place to be.

Helpful – Gradwell people will always look for ways to help each other and their customers.

Persistent – Gradwell people can be relied upon to get the job done – whatever it takes.

Values

Personal – Kind, Human, Caring

Pioneering – Expert, Masterful, Skilled

Proactive – Driven, Energetic, Agile

In return we offer:

· A generous basic salary (based on experience and qualifications) £24,840

· Great funded training opportunities

· Progression opportunities as part of a fast growing, successful company

· Opportunities for flexible hours/ hybrid working

· Life Cover of 4x Salary

· Company Pension Scheme

· 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying.

· Paid sick pay of 20 days a year

· Subsidised Bupa dental cover (after probation)

· Subsidized gym membership (after probation)

· Cycle to Work Scheme (after probation)

· Free Broadband Service (after probation)

· Charity day

· Employee Assistance Programme and Access to Smart Health

· Long Service Awards

· Employee Mortgagee Services

· Employee Will writing Services

· Enhanced Maternity, Paternity, Adoption and Surrogacy Pay

Job Types: Full-time, Permanent

Pay: £24,840.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free parking
• Gym membership
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 1 year (required)
• Telecommunication: 1 year (required)

Work Location: Hybrid remote in Bath

Reference ID: RetentionGrad1