Customer Service and Retention Officer

Job Description We are Absolute Collagen, the Original Collagen Specialists and one of the top 100 certified great places to work! Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities. Our values underpin our essence as an Absoluter; Authenticity, Collaboration, Entrepreneurial and Responsibility at our core. We recruit talented people from a diverse range of backgrounds and cultures, providing equality and inclusivity for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We champion bringing your true self to work. Together, we embrace the unknown, tackle challenges head-on, and create a future filled with endless opportunities. MAIN PURPOSE OF THE ROLE: As a Customer Service and Retention Advisor, you will provide excellent and expert customer service whilst driving customer retention and creating an exceptional customer experience. ROLE REQUIREMENTS: ● Deliver friendly, efficient customer service by directly engaging with customers across inbound and outbound channels, including email, phone, social media, and live chat. ● Respond promptly and professionally to customer reviews on public platforms such as Trustpilot. ● Complete additional tasks on a rota basis to support team operations. ● Work towards individual and team KPIs and retention targets, with a strong focus on accuracy and efficiency. ● Effectively organise and prioritise workload to ensure urgent tasks are addressed in a timely manner. ● Accurately capture and maintain customer information, ensuring full compliance with GDPR requirements. ● Take ownership of customer issues and resolve complaints professionally, creating positive outcomes within agreed timeframes. ● Manage customer payment disputes, returns, and refunds in line with company procedures. ● Use the retention toolkit to reduce cancellations and drive customer retention across the business. ● Adhere to all processes and procedures to ensure consistent, high-quality customer outcomes. ● Maintain excellent product and business knowledge to provide accurate advice while complying with all customer service standards. ● Take responsibility for personal development by proactively seeking clarification, feedback, and additional training when required. ● Regularly update knowledge of products, campaigns, and promotional offers. ● Gather and share customer, product, and competitor insights with the Customer Service Lead (CSL) to support continuous improvement of the customer experience. ● Ensure all mandatory training, including health and safety, is completed and kept up to date. ● Actively participate in recognition initiatives to promote a positive and supportive team culture. ● Consistently role model AC’s values of Authenticity, Collaboration, Responsibility, and an Entrepreneurial mindset. QUALIFICATIONS & EXPERIENCE ● 2-3 years experience in a customer focused role ● 2+ years of Microsoft Office and/ or Google Suite ● Retention experience is essential ● Basic to Intermediate computer skills ● Clear, effective and confident communication skills ● Excellent written and spoken English. ● Confident and clear telephone manner ● Ability to multitask and prioritise workload ● Excellent time management and administrative skills to deliver results ● Working in a fast paced environment ● Excellent complaint management skills to ensure positive outcomes SKILLS & ATTRIBUTES ● Demonstrates a genuine passion for delivering exceptional customer service. ● Communicates clearly and confidently, with the ability to share knowledge effectively. ● Works collaboratively as a strong team player. ● Self-motivated and proactive, taking initiative when needed. ● Possesses strong organisational and problem-solving skills. ● Resilient and flexible, adapting well to change. ● Target- and results-driven, focused on achieving positive outcomes. ● Enthusiastic, collaborative, and adaptable within a fast-paced environment.