As a Contract Retention Advisor, you’ll be working within our UK Service Business; in a support role. The ideal candidate will have previous customer service/sales experience, with an administration background delivering excellent customer service to both internal and external customers. You will be establishing our customers’ needs and handing objections in order to secure renewal of existing contracts, therefore strong commercial awareness and a proven record in contract retention and negotiation skills will be essential.
Main Duties and Responsibilities:
Assisting the Contract Managers to stabilise the Contract Base and increase where possible.
To maintain the Contract Database entering new Service Agreements, raising preventative maintenance/calibration visits, invoicing and providing confirmation to customers via our Welcome Pack process including Customer Interface Website account creation.
Key and National Account management
Maintaining the Service Contract Base
Correspond, both verbally and in writing, with customers regarding all matters relating to any Maintenance Agreements, dealing with associated emails/letters and routine paperwork/documentation
Maintaining accurate electronic and paper-based contract records
Amending Maintenance Agreements as required in an efficient and timely manner, including raising of Invoices and Credit Notes
Dealing with Invoice Queries relating to Contract customers.
Participate in ITW Toolbox activities
Carry out other duties deemed appropriate in line with your skills and experience.
Person Specification – Background Experience Basic Qualifications and/or Experience required:
The ideal candidate will demonstrate the following attributes:
A positive and enthusiastic team member with a ‘can do’ attitude, who feels equally confident working independently.
Strong focus on quality customer service with a desire to meet and exceed customer expectations
Excellent telephone communication skills along with excellent customer service skills
Strong problem solving ability and results orientated
High attention to detail, including accuracy of data input
An organised approach to task completion
Eager and willing team player with a positive attitude who has the ability to work independently, or as part of the team.
Calm and focused when working in a pressurised environment
Ability to learn quickly and use knowledge in decision making
Confident in interacting and forming working relationships with people at all levels.
Process driven with the confidence to challenge existing processes to improve efficiency.
Possess enthusiasm to learn, continually improve and use your knowledge to help others.
Applies the overall required skills, abilities and knowledge to successfully perform responsibilities of position.
Monitors and checks work or information and is thorough and conscientious when performing work and attending to detail.
Ability to organize work and set priorities that meet required specifications & deadlines.
Personally driven and motivated to achieve goals/objectives.
Continually reaching for more responsibility and new challenges.
Proactively seeks performance feedback and identifies approaches to improve.
Communicates effectively, both verbally and written.
Demonstrates clear, concise communications by listening and knowledge sharing.
Ability to persuade others and/or work with others to achieve common goals.
The individual is aware of their customers and what they need to do to deliver excellent customer service. This can be both internal and external customers.
Make an Application
To apply and be considered for this position, applicants should email their CV and accompanying covering letter to the HR Recruitment Team, at [email protected]
All applications will be fully considered, however please note that due to the number of applications we receive we will only be able to contact you should your application meet the pre-requisite requirements for the role, as noted above.
Avery Weigh-Tronix is an Equal Opportunities Employer.
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