Customer Service Senior Specialist- Retention

This position involves working with a dedicated global renewals and retention team; an integral part of the department providing outstanding customer service to help retain existing customers, and to ensure an ongoing revenue stream in accordance with Company practice and procedures. You will be managing the annual renewals for non-sales deal accounts within the US region, providing support and bespoke renewal offering to accommodate the customer budgets to optimise renewal revenue and ensure first rate customer satisfaction.

Location:

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance to ensure that as a balanced worker they can make it to our office in Milton Park, Oxfordshire, to collaborate as required. Time spent in the office is likely to range from 10%-80% of working hours, with a minimum of 2 days a week in the office (or pro rata for part time).

Closing Date: Applications will close on 18th October 2024.

What you’ll be doing:

Tasks are likely to include:

• Actively drive and close renewals for assigned accounts in the US region by developing strong, sustainable relationships via health check and outbound retention telephone calls, using denial data and discount structures, to minimize cancellations and maximise retention and achieve the annual forecasts
• Respond to customer queries daily via Salesforce email, live chat or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, denial data to prevent lost revenue, in line with policies/procedures, KPI’s and Customer First training best practices. 
• Take responsibility for the processing of orders, invoices, quotes, returns and claims in a timely and accurate manner and investigate outstanding and unallocated payments and organise the application of payments 
• Liaise with the Agent team to follow up on lapsed subscriptions and payments, to ensure customers are responded to in a professional and timely manner
• Manage cancellation requests to reduce the risk of cancellation within specified SLA’s, using the agreed discount structure and denial data
• Maintain Salesforce, by updating customer details accurately in a timely manner, documenting all account ownership 
• Provide monthly reporting from the region, outlining performance, activity and trends in the region
• To contribute to continually enhancing service levels and customer experience throughout all touch points, to deliver the best customer experience
• Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area
• Meet all turnaround times, daily/weekly targets, and quality expectations daily management of own workload including prioritisation
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge
• Active participation in meetings, expressing your viewpoint but also recognising and listening to others.

What we’re looking for:

Typically, suitable candidates will have:

• Experience of Microsoft Office and proven ability to acquire technical and system knowledge
• Previous experience within Retention or Account Management is essential; building customer relationships and management of complex/challenging customer issues
• Strong analytical capabilities and advanced excel skills for reporting (essential)
• Experience using CRM/SAP systems (desirable)

Skills and Behaviours Required:

• Strong written, verbal skills in English and Spanish including strong telephone skills to be able to communicate clearly and concisely via email, telephone, and live chat.
• A determination to drive for results and effective time management skills
• Must be extremely customer-focused with a passion to exceed expectations by putting the customer at the heart of decisions
• A confident communicator with a focus on listening and acute attention to detail, who can quickly build internal and external relationships and handle customer complaints
• A critical and creative thinker, who seeks opportunities to deliver improvements.
• Must be self-motivated and energetic; able to work independently under pressure to deadlines with effective time management skills, and with minimal supervision
• An effective team player, with the proven ability to build and maintain good working relationships while retaining a positive and flexible attitude

What we offer in return:

• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus an extra day off for your birthday 
• 3 additional discretionary days off during the holiday season at the end of the year 
• 4 paid volunteering days each year 
• Company funded single cover private medical insurance  
• Employee assistance programme – offering 24/7 well-being support 
• Share Match – Plan that matches every share purchased with two free shares. 
• Pension scheme 
• Life assurance, plus optical and medical care

Training And Professional Development: 

We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be. 

Interview process:

Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we’d then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.  

 Taylor & Francis Group an Informa Business 

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected]  

Being Yourself at Taylor & Francis 

 If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. 

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. 

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers 

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. 

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/