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Retention Specialist

Job ref: RS12032018

ABOUT CHECKATRADE

At Checkatrade we are passionate about matching the best quality Trades in the UK, with Customers who are searching for a trusted, transparent and quality service. We have a significant ambition to expand in the UK, in both the number of Trades and Customers we serve. Our team at Checkatrade has developed over 20 years, and we are looking for individuals who put People first, are big on trust, do the right thing, go above and beyond and own exceptional service every time.

JOB PURPOSE:

Secure the renewal of annual membership subscriptions, delivering a professional level of customer service which demonstrates the Checkatrade Values.  Initiate discussions with members to increase sales of our directories and maximise all selling opportunities, striving to deliver and achieve all KPIs and business objectives.

KEY RESPONSIBILITIES AND MAIN DUTIES

Maximise membership retention with Integrity

  • Contact traders regarding their annual membership subscription renewal using use email, phone and/or text to ensure timely, personal and professional interaction. Action requests to call traders back and develop appropriate rapport
  • Secure an additional year’s membership subscription, advising members of key features and benefits as appropriate
  • Liaise with Finance, Customer Service and Sales teams to ensure swift and effective renewal process
  • When necessary, use skills, knowledge and opportunity to actively encourage and inform traders about the merits of membership, overcome any objections and help resolve their problems
  • Demonstrate accurate, up-to-date and comprehensive knowledge about product, pricing, benefits of membership and how to optimise trader engagement. Understand pricing and process related to Trading Standards partnerships
  • Analyse previous membership to make recommendation for members keen to re-join after a break in membership

Generate additional Sales – Aiming higher

  • Prepare prior to calls with traders by using the Web Office to identify potential sales opportunities
  • Upgrade existing members from internet to directory level membership, ensuring availability of directory space
  • Maximise all opportunities to sell multiple directory boxes
  • Contribute to the achievement of monthly, quarterly and annual sales targets, striving to meet all company deadlines

Working in Partnership and Responsively

  • Demonstrate flexibility regarding working hours outside of core 9am to 5pm to maximise opportunity to contact members
  • Work collaboratively with the Membership Advice and other teams to ensure consistent approach to members and helping to resolve issues which arise
  • Maintain an accurate and comprehensive record of individual work and interactions with traders on the Web Office and all databases and spreadsheets, as required
  • Make a positive contribution to team meetings and team working relationships. Uphold the team ethic by sponsoring newcomers and sharing expertise with colleagues
  • Support business change (including to this role) and management initiatives

To all recruitment agencies: Checkatrade does not accept speculative agency CV’s. Please do not forward CV’s to our jobs alias or Checkatrade employees. Checkatrade is not responsible for any fees related to unsolicited CV’s.

Salary £19,500
Location Selsey, West Sussex
Job type Permanent
Working hours 35
How to Apply