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Customer Service Advisor

£22,000 to £25,000
Job Type
1 Sep 2022
Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Customer Service Advisor to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public, and non-profit sector, to business partners, individual users, employees, and their family members. Overview Each Customer Service Advisor is responsible for their own portfolio, developing and nurturing their accounts to ensure client understanding, support with promotion and develop effective client communications and identify further revenue opportunities. Duties involve day to day management of your portfolio of clients, collating and managing renewal terms, including negotiation of renewal, providing excellent service levels, conducting telephonic review meetings, maintaining accurate client CRM records, and negotiating renewal pricing. This is an office-based role, managing clients via phone calls, webinar and email. Key Responsibilities as a Customer Service Advisor: Managing a portfolio of direct clients, with up to 300 employees and £3,000 contract value. Proactive client relationship management and retention over the telephone and via email, receiving approximately 50 external emails per day and approximately 50 client review calls per month (two per day). Working towards a telephony KPI of 30 outbound calls per day Delivery of the new client implementation process. Renewal negotiations handling between 50-70 renewals per month for your own clients to achieve a retention rate of 95%. Identify opportunities to up-sell and actively promote additional services with a target of achieving £10,000 new business per quarter. Ensure we understand client needs and market changes, providing feedback to senior management to develop our proposition and remain ahead of the market. Maintain the highest standard of customer service and support. Maintain personal statistical renewal reports on a weekly basis, highlighting at risk clients and further opportunities. Providing weekly renewal activity and outstanding task updates. Carry out any other task as deemed necessary by the management team to support the relationship management function.Essential skills Shows initiative and emotional resilience. Must enjoy verbally contacting clients and potentially having challenged commercial conversations. Energy, commitment, and drive with dedication to the role, willingness to show flexibility when required, enthusiasm for the role and company development. Multi-task oriented - can accomplish objectives effectively within timeframe given, carry out administrative duties within portfolio in an efficient and timely manner. To be willing to work toward set targets and KPI's including - 75 minutes daily talk time, 95% revenue renewal rate and 30 calls per day. Microsoft Office software experience including Excel, Word and PowerPoint. Excellent attention to detail and written skills when communicating with others, both internally and externally. The ability to communicate clearly and concisely, varying your communication style depending upon the audience. An organized individual with strong attention to detail, accuracy, and consistency.Employee Benefits: Profit Share Scheme 25 Holidays + Bank Holidays (Increases with service) Day off on your Birthday Perk-Box Discounts Christmas Bonus after 3 years Social Events Throughout Year Contributory Pension Scheme Private Health Insurance after 5 years P(phone number removed)MSR INDPENO
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  • Job Reference: 701343802-2
  • Date Posted: 1 September 2022
  • Recruiter: The Portfolio Group
    The Portfolio Group
  • Location: Manchester
  • Salary: £22,000 to £25,000
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent