Customer Retention Manager Remote
Job description
Who is The Slimming Clinic?
The Slimming Clinic are market leaders in providing clinician-led slimming treatments. We have been trading for over 30 years and have grown to be the largest operator of our kind across the UK. Patients are professionally assessed and closely managed by fully qualified doctors and we are registered and inspected under the Care Quality Commission (CQC), ensuring all patients receive the ‘gold standard’ of care.
Why work with The Slimming Clinic?
The Slimming Clinic is an established but rapidly developing company. We've adapted to delivering a remote service and are continually making improvements to our service to deliver the best care to our patients.
We offer the opportunity to be part of a growing team, working remotely from home.
What is the job role?
We're looking for a Customer Retention Manager to lead our Patient Services and Retention team. This is a small team that are responsible for turning around complaints, retaining customers within the business, monitoring feedback, managing our online reviews and coordinating our delivery communications to patients.
The Customer Retention Manager role is a remote role, working from home and managing their responsibilities via telephone, video calls and conferences and emails. The successful candidate will need to have experience in retaining customers and managing complaints, ideally in a remote or call-centre environment, as well as having experience in managing and coaching a team.
The Customer Retention Manager will have responsibility for:
= Managing and actively taking responsibility for submitted complaint/feedback tickets, resolving to completion
= Communicating directly with patients when required to resolve their issues
= Nurture relationships with key personnel to ensure swift complaint resolution
= Manage and coach their team
= Actively oversee social media groups and review sites, responding to comments
= Ensure SLA terms are maintained
= Diligently maintain notes and communications in tickets for future reporting and reviews
Who is this suitable for?
The successful candidate will need to have:
= Strong IT understanding and ability
= Excellent communication skills, both written and oral
= Be commercially astute, with a good understanding of business
= Strong people management/networking skills
= Good adherence to processes and routine
= Experience of managing customer retention
= Team leadership experience
They will also need to be:
= Able to manage pressure/volume
= Self-motivated
= Able to problem-solve
= Organised and self-disciplined
Job Types: Full-time, Permanent
Salary: £34,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Referral programme
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Application question(s):
- a. We wish to generate some positive Trust Pilot reviews. What would you advise is to do?
- b. We have a supply issue which means 10 patients haven’t received their medication on time. What would you do to deal with this issue?
Experience:
- Customer retention: 1 year (required)
- Customer Service: 3 years (required)
Work Location: Remote
