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Retentions Advisor (Customer Services) - Lancashire, Manchester, M21 0

Reports to: Customer Services Team Leader

Location: Manchester City Centre (M3 5FS)

Salary: £16,500-18,500

Vacancies: 2

Role Summary:

An exciting opportunity has arisen for two Retentions Advisors to join our rapidly growing, dynamic and fast paced organisation.

This position sits within the Customer Services Department and is responsible for ensuring that all clients of MoneyPlus Group are given the best advice regarding the management of their account. The Retentions Advisor will need to ensure that all relevant MPG solutions and products are discussed enabling clients to make a full and informed decision about who they choose to represent them for a debt solution.

Main Duties and Responsibilities:

The Retentions Advisor will be expected to handle incoming and outgoing calls from/to clients effectively. The Retentions Advisor is also required to complete reassessments of clients income & expenditures where required if the client is unable to maintain their current payment level. Where clients are looking to consider or query a cancellation of their accounts, the Retentions Advisor will explore the reasons behind it and how the company can further assist the client to ensure they remain with MoneyPlus or alternatively discuss other potential solutions and recommend solutions that are in the best interest of the client.

Other duties involve:

Resolving any outstanding queries or concerns by liaising with other departments to ensure the client is fully assisted and any issues resolved.
Proactively manage retention call backs, emails and transfers
Secure ongoing payment methods to assist the clients in maintaining their relationship with MoneyPlus
Identifying new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
Objection handling in line with best advice regarding competitors, other solutions and establishing factual information to assist a client in making an informed decision of their available option

Person Specification:

ü Motivated and performs to the highest possible standard
ü Excellent Communicator
ü Can do attitude and a positive outlook
ü Ability to prioritise own workload and work to tight deadlines
ü Accurate and pays attention to detail
ü Strong and flexible work ethic
ü Strong resilience to pressure and workload
ü Previous phone based service roles in a telephone based environment with strong ability to build rapport
ü Some knowledge of competitors, other solutions and how to use resources available inside and outside of the business to income maximise and fully assist the client
ü Experience in a Debt Management or financial services environment
ü Understanding of debt solutions software and the reassessing of clients

Hours: 35 hours per week


Annual Leave Entitlement of 20 days per annum plus Bank Holidays, rising to 25 with length of service
Training and Development Opportunities
Contributory Pension Scheme
Cycle to Work Scheme
Childcare Vouchers
Employee discounts and cashback across major retailers
Subsidised onsite cafeteria with free breakfast on Mondays
Health Care Cash plan
(Please note that some employee benefits are only available upon successful completion of the probation period.)


MoneyPlus is situated within a short walking distance from the heart of the city centre with Manchester's Arndale Centre, Market Street, Deansgate and Spinningfields within easy reach - areas in which you can locate a wide range of shops, restaurants and bars. MoneyPlus has fantastic access to a wide range of transport links including train, bus and tram services also within walking distance.

About us:

Founded in 1996, MoneyPlus Group is one of the UK's largest and most trusted debt solution companies. Our aim is simple - we believe in providing customers with the best quality advice in a straight forward and honest manner. In addition to our debt solution services, we also offer a range of insurance and legal services to further help our clients and are able to provide money saving utility switching schemes.

At MoneyPlus we are committed to achieving the very highest standards in our sector. We are authorised and regulated by the FCA and are founding members of DEMSA, as such, we are aware of strict codes of conduct and how important reputation and integrity are to any business. We take great pride in our employees and the service we offer and want all our employees to have fulfilling and rewarding careers during their time with us.

Please note that all offers of employment at MoneyPlus Group are subject to pre-employment screening checks which consist of a CRB disclosure and a personal credit check. Providing false or misleading information or unsatisfactory pre-employment checks may result in the offer of a post being withdrawn.

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Munkavégzés helye Lancashire
Kategória Külföldi munka
Régió Külföld
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