Start Date - 26th September

Role Summary:

The Retention Technician is My Pension Expert’s ‘ambassador’ to prospective and existing customers, requiring a professional and courteous image at all times with the aim of making customers feel important and valued. This individual will play a pivotal role in customer retention by engaging customers and identifying any areas of opportunity to improve their experience. You will be responsible for maintaining the highest level of customer service and taking an expedient and solution-oriented approach.

Scope of Role:
• Working in a fast paced, customer focused, target driven sales environment with the ability to work to daily & weekly targets
• Responsible for a variety of duties that pertain to creating an attractive environment for customers
• Make outbound calls and make contact with customers in a professional and timely manner
• Ask scripted questions to establish whether the customers are in a position to move forward
• Identify all opportunities to offer services appropriate to the customers needs and in line with business expectations
• Provide options to customers based on information provided
• Drive the entire sales process, from initial lead to closing the opportunity

Accountabilities & Working Relationships
• Works in a team
• Reports to Retention Manager

Working Environment & Hours
• Based in Doncaster
• Core hours will be 40 hours per week between the hours of 9.00am – 8.30pm Monday to Thursday, Friday & Saturday – 9.00am – 5.30pm
• Required to work two evenings per week
• Required to work at least one Saturday per month
• Required to work some public holidays

This position represents an opportunity to work for a growing entrepreneurial business.
• Competitive basic salary - £20,000 per annum
• Uncapped bonus
• Opportunities for progression, including full funded professional qualifications
• 20 days holiday per annum
• Sales Incentive schemes
• 4 week training programme
• Refer a friend scheme

Nothing matters to our company more than our People – we are People Obsessed and our success depends on the energy, ambition and innovation of our team. We are committed to providing an excellent working environment, with quality and competence high on the agenda; we enjoy rewarding hard work and commitment. If you believe you have the attributes to become a dedicated, conscientious and successful Retention Technician, then we want you to join our team!

Key Knowledge Required - essential (E) and desired (D)
An experienced telesales professional with a solid track record. Possessing a strong commercial acumen and having a proven track record in closing sales over the telephone. You will have an in depth understanding of customer service. You will need to have outstanding time management skills along with associated Microsoft Office skills.
• 18 months minimum proven sales experience within an office environment (E)
• Previous experience of working within a target driven environment (E)
• High volume phone based experience, with customers (E)
• Previous experience of working within the Financial Services Industry (D)
• Experience of customer account management or customer up-selling skills will also be considered (D)

Required Skills - essential (E) and desired (D)
• Be self motivated with a positive and professional attitude (E)
• Have knowledge of Microsoft Office (Word and Excel) (E)
• Be passionate about the Financial Services Industry (E)
• Have superior expertise in Sales (E)
• Have quality customer service expertise (E)
• Have a demonstrable record of accomplishments (E)
• Be able to absorb information in a timely manner (E)
• Have first-rate interpersonal skills (E)
• Have the ability to communicate in a professional manner with a diverse client group (E)
• Have the ability to work under pressure within the sales environment (E)
• Possess a desire to always offer the highest standard of customer focus (E)
• Have an interest in long term career prospects and progression (D)

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