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Reading, Berkshire
Retentions Manager
Overview
Job Description
Retentions Manager Location: Reading Salary: £40,000 - £45,000 per annum plus benefits Hours: Full-Time (basic hours are 9.00 a.m. to 5.30 p.m) UTP Merchant Services Limited and its sister company Faster Processing Limited are two of the fastest growing, innovative fintech organisations in the UK. Through a mixture of innovation and a focus on delivering outstanding customer service, we are committed to providing our customer base with market leading credit and debit card processing solutions. With a customer base of over 20,000 customers, approximately £1.5 billion is processed across UTP's estate of credit card machines each year with many hundreds of new customers being added on a monthly basis. The Retentions Manager Role: Reporting into the Chief Executive, the Retentions Manager will be responsible for ensuring customer attrition is maintained at the lowest possible level. Duties and Responsibilities include : * Detailed review and analysis of customer attrition; * Quickly develop an understanding of the account termination and retentions processes; * Define and implement standards and procedures for ensuring optimal customer experience; * Continually track and analyse key indicators of customer satisfaction to improve services; * Continually review and analyse the customer journey; * Develop a detailed knowledge of our core products; * Rapidly develop a thorough understanding of the payments industry and the market sector we operate within. Requirements for the Retentions Manager Role * Excellent verbal and written skills; * Previous retentions management experience, and a leadership flair with the ability to motivate others; * Exceptional organisational skills; * High attention to detail and an excellent degree of accuracy with the ability to pick up on avoidable errors; * A persuasive approach with good communication skills, manners and patience; * A resilient nature with an ability to be polite but persuasive with clients where necessary; * A proven track record in negotiation is preferred; * A positive outlook with proactive problem-solving skills; * High energy with the ability to multi-task and prioritise as appropriate; * Living within a reasonable commute of Reading. Due to the nature of our business all prospective employment offers will be subject to a satisfactory disclosure from the Criminal Records Bureau in accordance with the Rehabilitation of Offenders Act 1974 and the Police Act 1997. If you feel you are suitable for the Retentions Manager position, please apply now.