Job Title: Contract Renewal Advisor

Department: Sales Operations

Reports To: Customer Retention & Contract Renewal Manager

Main Responsibilities

Main purpose of job: The role of the customer retentions advisor is to assist our existing customer base with queries relating to renewal of their current contract, to up-sell and cross sell new or upgraded products to customers during the renewal process, and work to strict KPI’s for maintaining a low churn rate, convert customers away from rolling contracts and maximise future cash-flow for the business.

Key results area:

1. Manage communications with all existing customers to ensure that they are contacted at 3,2,1 month intervals prior to contract expiry date in order to ensure that contracts are renewed prior to contract expiration.
2. Co-ordinate communications with marketing to upsell and cross-sell upgraded products to the current customer base within contract.
3. Work within strict KPI targets as set by the business to retain customers on new contracts with an annual churn rate not exceeding 6% to ensure a high level of retention.
4. Work within strict KPI targets as set by the business to retain customers on new contracts with a maximum discount of 5% of contract value across the customer base to ensure a high ARPU value.
5. Work within strict KPI targets as set by the business to retain customers on new contracts without exceeding 2 months of free service as an average across the customer base to ensure high average contract value over the 24-month term of the contract.
6. To assist the Contracts Renewals Manager to produce weekly and monthly reports of customer renewals based on performance to the above stated KPI’s for Lila Management
7. Support the Contracts Renewals Manager to improve the current workflows and process for renewing and retaining customers

Person Specification

Qualifications

Essential:

2-3 A-Levels or equivalent in any discipline & C Grade or above GCSE or equivalent in Maths/English

Desirable:

A-Level qualification in Business, Administration or similar

Relevant Experience

Essential:

Minimum 6 months working in a sales or administrative role

Minimum 12 months experience working with Microsoft office suite or similar productivity suite.

Desirable:

6-12 months experience in a retentions and contract renewal position within the Telecoms industry

Aptitude, skills and abilities

Essential:

Ability to work to a given structure (Specifically GDPR & Data Protection)

Ability to work in a team

Ability to work independently within a specific set of daily and weekly tasks to ensure completion within timescales

Clear written and verbal communication

Attention to detail

Desirable:

Task driven methodical approach to work, ability to manage large customer data sets

Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.

As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.