Customer Retentions

About The Role

Customer Relations Consultant

We have an exciting opportunity for a Customer Relations Consultant to form part of our Commercial Support Teams at our Head Offices in Caerphilly.  Here you will be working within a team environment taking ownership and ensuring first time resolution for a variety of customer cancellations, via cases, telephone, letter or email.  You will be supporting both the Telephone and Field Customer Account Managers (TAM's and FAM's) in order to meet and exceed the customer’s expectations in-order to save their business.

A day in the life of a Customer Relations Consultant at phs will involve;

  • Responding to a variety of cancellation requests ensuring full requirements are identified accurately and fulfilling our customer promise of "1st time resolution" whilst attempting to save the business.
  • Assist in the reduction of customer churn by being proactive in solving customer’s problems and giving excellent customer service to both the customer and the Telephone Account Managers
  • Meeting and exceeding individual targets / objectives as agreed with your managers in regular One-to-One meetings. These will include quality, amount of saved business, cancellation rates, attendance at work etc.
  • To recognise and enforce, where appropriate, breach of contract terms or to negotiate an acceptable contribution for early termination of contract
  • Negotiating directly with customers or help both the Telephone and Account Managers negotiate with customers to save a cancellation where applicable, by re-selling the benefits of products/services, resolving any problems and/or re-assessing pricing if appropriate
  • To assist with the daily review of cases within the Customer Relations work pool
  • Achievement of monthly / quarterly development plans with continued coaching and support from your manager
  • To Proactively look for opportunities to up-sell customer’s products and services to enhance the customer experience and increase revenue
  • To compile information from customers via root cause analysis in order to feedback to the business and consistently improve the overall customer experience.

The ideal candidate for a Customer Relations Consultant at phs will have:

  • Great customer focus
  • An ability to work under pressure whilst displaying a high level of organisational skills
  • Be organised, assertive with great communication skills
  • A high morals and act with honesty and integrity
  • Some experience in a similar customer retentions role although full training will be provided.

In return for your commitment and expertise, you will get:

  • A competitive annual salary plus bonus. 
  • Permanent contract of 36.25 hours per week (Monday to Friday, no evenings or weekend working).
  • 23 days annual leave plus bank holidays. 
  • Pension scheme
  • Free Life Assurance
  • Ongoing career and development opportunities
  • We offer accredited ILM Management training in house or externally.
  • Up to £1000 savings with Supermarkets and High Street stores via PHS Perks.
  • Full training and support
  • Free Parking.


About phs:

Phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporating numerous businesses during its 59 years of business.

Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct and Direct 365 (sale of consumables), phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.

At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff.  We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.

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