Customer Loyalty Executive

Industry: Financial Services
Employment type: Full-time
Location: Hedge End, Southampton, Hampshire
Job function: Customer Loyalty Executive

Introduction

This is an exciting opportunity to join the team at NetPay, the business bringing revolution to the UK card payments industry focusing on system innovation and service excellence delivering card payment solutions to the wholesale and reseller channel. The business is looking for a skilled, dedicated and ambitious team member to capitalise on the considerable opportunity, the business must deliver exciting and sustainable growth.

Position Summary

We are looking for an ambitious, passionate, driven, self-motivated individual to work within the Customer Loyalty team, working with existing customers in an outbound loyalty role to engage, support and complete their contract renewals and mid-term support calls. The type of person we are looking for will have had objection handling experience but not necessarily in the card payments industry, is someone that has a desire to be successful and is prepared to make the commitment to a growing business to realise their full personal and financial potential. We are looking for a relentless individual who won’t stop until the job is done.

Job Description

  • To contact our current customer base to upgrade or retain the customer with outbound telephone activity.
  • Maintain the same support we currently give to our customers whilst doing all that is necessary to realise the opportunity, keeping your promises with our customers and being a credit to our business.
  • Perform regular mid-term calls to stay in touch with our customers and be on hand to help with their queries.
  • Promote the various packages that are offered by NetPay.
  • Work with existing customers to cross sell different or new services to deliver additional revenue opportunities.
  • Be confident and able to capture requirements and make recommendations based upon what is the most suitable service for the customer.
  • Be as flexible and amenable as possible to ensure the customer experience is at its best.
  • The ability to vary your behaviour and conversation to effectively communicate with people at all levels.
  • Experience in working with and achieving monthly/quarterly/yearly targets.
  • A well-structured individual that can plan and manage their time to maximise opportunities.
  • A self-motivated individual who will keep going until the job is done.
  • Communicate with team members to keep other areas of the business updated with your progress.
  • Preferable ambition to progress in the business as it grows.
  • All calls are to existing customers, there is no cold calling as part of this role.

Knowledge and Skills

  • Excellent listening and communication skills, able to communicate with people at all levels.
  • Well-structured and organised able to prioritise work and deliver upon commitments to customers.
  • Proactive, tenacious, committed and hungry for success.
  • A good grasp of numbers and the ability to learn quickly.
  • A focus on understanding a broad portfolio and promoting value added services that will enhance the customers experience when working with NetPay, offering services they may not initially be aware NetPay provides and suggesting services that can support them in other areas of their business or their future plans.

Key Competencies and Behaviours

  • Equal, collaborative family - We treat each other with respect. No matter what their ability, experience or background we will all help one another. Everyone has the right to be heard and a responsibility to listen. Together we will always achieve more.
  • Focus on our customers - We take time to understand our customers’ needs and challenges so we can exceed their requirements and expectations. We go the extra mile and treat all customers fairly. We take ownership of any interaction from start to resolution.
  • Innovative, creative and visionary - We always challenge the status quo, think of exciting new ideas and lead from the front. We look for new solutions and always question “what’s next”? We ask questions, we share ideas and are open for change.
  • Be honest, show integrity - We act responsibly, are open and upfront and learn from our experiences. We do the right thing for our customers and our team without exception. We share feedback, we are humble in our approach and treat others how we would want to be treated.
  • Ambitious, tenacious and successful - We define our goals, we are motivated, driven and motivate others. We are organised, diligent and structured. We overcome barriers through hard work, commitment and collaboration. We challenge ourselves to be the best we can be – everyday.
  • Results, recognition and reward - We acknowledge when our colleagues have delivered, we recognise their successes, reward their achievements and praise their commitment to our business. We demonstrate to the individual and to the wider business our appreciation of their effort.

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