Senior Winback Officer

Customer Engagement

• Initiate contact with former customers via phone, email, or in-person visits.
  
• Understand the reasons for customers discontinuing the service or product.
  
• Present tailored solutions, promotions, or offers to encourage return.
  

Relationship Building

• Foster a positive and long-term relationship with customers.
  
• Resolve customer concerns or issues to ensure satisfaction.
  
• Offer personalised service to show customers they are valued.
  

Sales and Targets

• Achieve monthly and quarterly sales/re-engagement targets.
  
• Promote new products, services, or updates that may interest the customer.
  
• Upsell or cross-sell services/products where appropriate.
  

Market Research and Feedback

• Gather insights from former customers to understand trends or common reasons for churn.
  
• Provide feedback to management regarding customer needs and industry trends.
  

Reporting and Documentation

• Maintain accurate records of customer interactions and re-engagement outcomes.
  
• Report on the progress of winback campaigns and outcomes.
  

Collaboration

• Work with marketing, sales, and customer service teams to ensure a consistent approach.
  
• Share best practices and success stories with the team to improve winback strategies.
  

Requirements

• Proven experience in sales, customer service, or account management.
  
• Strong communication and negotiation skills.
  
• Ability to handle objections and manage difficult conversations.
  
• Familiarity with CRM software and reporting tools.
  
• A customer-centric mindset with the ability to think creatively to solve problems.
  
• Ability to work independently and as part of a team.
  

Benefits

• 33 days holidays (inclusive of Bank Holidays)
  
• 5 flexible Bank Holidays - Work them if you choose and use the leave days elsewhere in the year.
  
• Holiday exchange - Buy up to 5 days holiday per year
  
• Car Allowance & Fuel Reimbursement
  
• Employee Assistance Programme
  
• Wellness Scheme
  
• Discounted Cancer Screening
  
• Discount Hub
  
• Cycle to Work Scheme
  
• Gym Membership - Contribution of up to £30 per month
  
• Will Writing Service
  
• Mobile or Tech Salary Sacrifice Scheme
  
• Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.
  
• Death in Service - Salary x4 Life Cover