Customer Loyalty Advisor - Business Partner

As a Customer Loyalty Advisor based within the Customer Loyalty Team, your role will involve taking full ownership for the end-to-end process of customer cancellations following requests Daisy may receive for the services customers have or for any customers that may express they wish to leave Daisy., You will specialise in supporting the business partner role with the below key responsibilities:

• Proactively contact and manage the inactive business partner base seeking to maintain revenues and grow the customers product set


• Grow your knowledge of BP tariffs on mobile/ PL+/ DHV / Lines and Broadband etc as well as provide regular feedback to enhance the commercial picture


• Communicating with and updating BP and Business Development Managers on accounts will be essential to improve our ability to service and retain customers


• You will grow and enhance your network with BP's, Partner Business CS agents & Business Development Managers


• Be responsible for managing active and non-active partner lists, feeding back to BP managers with observations


• Learn BP systems such as In Touch / Navigation


• Performing inbound and outbound call activity


• Establish a suitable resolution for both the customer and the business / Partner in a timely manner.


• Identify opportunities to maximise growth and revenue through cross selling opportunities, referring where appropriate, to specialist sales teams.


• Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.


• Increase customer loyalty and reduce churn working in synergy with other departments.


• Strong communications skills - communicating in a clear and concise manner with detailed accuracy a priority. You must be able to present and discuss account information in a clear and precise manner on a verbal and written platform, meeting customer demands and expectations.


• Establishing and building rapport with customers, providing accurate and timely information to instil customer's confidence in our ability to deliver an exceptional level of service.


• To deliver against the key business objectives, business service level agreements and individual key performance indicators.


• Ensure clear, concise, and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.