Experienced Customer Retention and Loyalty Specialist – Delivering Exceptional Customer Service and Driving Business Growth at blithequark

Introduction to blithequark At blithequark, we pride ourselves on being one of the UK's fastest-growing independent providers of essential business technology, offering digital workplace solutions to over 30,000 customers across the UK. With a strong foundation established in 2003, we have evolved into a nationwide company with over 1000 employees across 16 offices. Our recent investment from PE backers has propelled us into the ranks of Britain's private company 'unicorns' with a $1bn valuation, enabling us to deliver innovative solutions to businesses of every size, shape, and sector. We are committed to upholding the highest standards of respect, integrity, teamwork, and ambition in everything we do. About the Role We are seeking a highly skilled and dedicated Customer Retention and Loyalty Specialist to join our team at blithequark. As a Customer Loyalty Executive, you will play a vital role in maintaining and improving customer relationships, identifying areas for improvement, and implementing strategies to reduce churn and increase customer renewals. This is an exceptional opportunity to join a dynamic and growing company, where you will be responsible for delivering exceptional customer service, building strong relationships, and driving business growth. Key Responsibilities Establish contact with customers to understand their issues and provide tailored solutions to resolve them, ensuring improved customer service and the correct products and services are in use. Identify moments in the customer journey where churn becomes a risk and intervene to maintain loyalty and reduce the chance of churn. Conduct relationship reviews to lead to service improvement plans, including the introduction of new solutions where appropriate. Maintain a knowledge base on high-value accounts, ensuring all customer contracts are filed, maintained, and reported to trigger key customer retention events. Coordinate escalation and complaint issues with the appropriate teams, providing timely and effective resolutions. Introduce 'value-add' services to increase customer confidence and loyalty, identifying opportunities for cross-selling and lead generation. Develop a comprehensive understanding of our standard operating procedures and contribute to the continuous improvement of our customer retention strategies. Essential Qualifications and Skills To succeed in this role, you will possess a proven track record of delivering exceptional customer service, with excellent communication skills, particularly over the phone. You will be able to plan and run meetings with decision-makers, demonstrating a passion for providing excellent customer service and building strong relationships. Experience in multitasking, working under pressure, and being highly organized is essential. While experience is valuable, we also welcome applications from individuals with a willingness to learn and grow with our company. Preferred Qualifications and Skills While not essential, experience in a similar customer-facing role, particularly in a technology or business development environment, would be highly beneficial. A strong understanding of customer retention strategies, excellent problem-solving skills, and the ability to work in a fast-paced environment would also be advantageous. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Retention and Loyalty Specialist, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and knowledge in customer service, relationship building, and business development. Our company culture encourages collaboration, innovation, and continuous improvement, providing a dynamic and supportive environment for you to thrive and grow. Work Environment and Company Culture At blithequark, we pride ourselves on creating an inclusive, collaborative, and rewarding environment where our employees can achieve brilliant things and make a real difference to the future of our business. We have been recognized as one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for our commitment to culture and ESG. Our offices in Glasgow and Carlisle offer a hybrid flexible working environment, allowing you to balance your work and personal life effectively. Compensation, Perks, and Benefits We offer a competitive salary of up to £25,000, with the opportunity to earn up to £1,000 per month in commission or bonuses, taking your OTE to circa £35,000. In addition to your salary, you will enjoy a range of benefits, including 22 days of annual leave, plus bank holidays, incremental increases with length of service, and the opportunity to buy and sell up to five days of holiday. You will also have access to our Focus Xchange retailer discounts, peer-nominated reward scheme, employee assistant program, interest-free travel loan, and regular company social events. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional service and driving business growth, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Retention and Loyalty Specialist, you will play a vital role in maintaining and improving customer relationships, identifying areas for improvement, and implementing strategies to reduce churn and increase customer renewals. Join our dynamic and growing team, where you will be valued, supported, and empowered to achieve brilliant things and make a real difference to the future of our business. Apply for this job