Customer Retention Advisor

Are you ready to be part of a luxurious security brand that sets the standard for excellence? At Banham, we are seeking a passionate and customer-focused individual to join us in a key role as a Customer Retention Advisor. If you thrive in a dynamic environment and delivering exceptional service is your standard then this opportunity is for you!

Who are we?

Banham is a family-owned; family-run business that has been providing security solutions since 1926. We operate throughout the Southeast of England offering a comprehensive service on all aspects of physical and electronic security.? Most important, however, are the people who make up Banham. Our dedicated employees live and breathe collaboration; they inspire and learn from each other while upholding our five core values: Family, Pride, Trust, Leadership, and Making a Difference. Employees who began their Banham careers as trainees now head up our key departments, and we are proud to foster a working environment that encourages staff to stay with us for many years. 

The Role:

As a Customer Retention Advisor, you will be the primary point of contact for customers regarding contract-related inquiries. Working closely with the Customer Retention Team Leader, your focus will be on retaining existing customers while also driving efforts to acquire new ones, ultimately increasing our contract revenue.

What can you bring to Banham?

• Provide an exceptional and enjoyable customer service experience, adding value at every opportunity.
• Maintain expert knowledge of Banham's products, services, and pricing strategy, sharing insights with the team.
• Manage Zendesk tickets efficiently, resolving customer issues in line with SLAs.
• Handle new customer takeover requests, PSTN upgrades, and appointment bookings, with a keen eye for upselling opportunities.
• Manage inbound and outbound calls related to contracts and upgrades, delivering professional service.
• Understand call coverage requirements and their impact on the team and the business.
• Maintain open communication with the team and other departments to ensure optimal customer outcomes.

This is a hybrid role, based 3 days in the office (Monday, Tuesday, Thursday) and 2 days working from home (Wednesday & Friday).

What will you get in return?

You will be entitled to a highly competitive salary and a great range of benefits including:

• An employee assistance program (EAP). EAP gives our employees access to a 24/7 free, confidential advice service for help with personal and professional problems, which could be affecting your home life or work life, health, and general well-being. This benefit also extends to your family (available from the first day of employment)
• Hybrid working for non-field associated roles (3 days working from the office, 2 days working from home)
• Personal Accident Insurance Scheme - Accidents at work and outside of work are both covered, including personal attacks and sport-related injuries
• Subsidised Private Medical Cover after 12 months of service
• Auto-enrolment into our pension scheme
• Annual season ticket loan & Banham interest-free loan
• Cycle to work & Tech scheme
• Training and development opportunities (including day releases for studies)
• Company equipment tailored to your role (laptop, mobile, additional screens, company van)
• Up to 50% off Banham products
• Quarterly Social Events including Summer Party and an Annual Christmas Event
• Employee recognition rewards and moments of magic prizes
• Recruitment referral bonus scheme earning up to £500 per successful referral (T&Cs apply)
• Enhanced Sick Pay for absence related to COVID-19
• Charity events throughout the year – Banham is proud to be working with The Royal Marsden Cancer Charity and sponsoring The Banham Marsden March since 2010 over £13 million has been raised to make a difference for patients across the UK and the world for The Royal Marsden.

If you share our values and have the drive and enthusiasm to help us fulfill our vision, of significant growth, we would love to hear from you. Please click APPLY now to register your interest.

Banham is an equal opportunities employer providing employment to its team members and applicants without regard for their sex, gender, race, national origin, religion, age, sexual orientation, disability, or any other category protected by law.

We welcome diversity and provide equal opportunities to applicants, based on experience, talent, and qualification for the job.