Role Overview:

We are excited to offer an opportunity for a Customer Experience Consultant based in Huddersfield, with set days in the office.

In this role, you will leverage your outstanding customer support and relationship-building skills to strengthen and maintain the loyalty of our member firms using one or more of our support packages. Your goal will be to ensure customers feel heard, valued, and supported.

You are a people-oriented individual who enjoys phone-based interactions. With your curiosity and ability to forge strong relationships, you’ll engage in meaningful, personalised conversations to understand customer challenges and needs, helping them maximise the value of our products and services. You will also take ownership of customer acquisition and retention objectives.

We’re looking for a proactive and results-driven professional to enhance member relationships, drive customer success, and contribute to our retention strategy. This role involves resolving client concerns, promoting our services, supporting new member onboarding, and utilising CRM data to foster revenue growth. As the voice of our customers, you’ll identify areas for improvement and ensure exceptional service delivery, leading to high levels of customer satisfaction.

Key Responsibilities:

• Strengthening and maintain strong relationships with members by investigating customer issues, concerns, and develop the outcomes to drive retention and loyalty.
• Optimising customer success and revenue growth by engaging with customers.
• Respond to inbound calls and emails, address queries, and promote services.
• Utilise CRM and internal data to identify opportunities, make outbound calls, and handle objections.
• Support onboarding of new members and ensure a smooth transition.
• Manage upsell and administrative activities, including maintaining accurate records.
• Stay up-to-date on the UK financial services sector, particularly the intermediary market.
• Provide valuable feedback to improve services based on customer needs.

Skills and Experience:

• Strong communication and consultative skills with the ability to engage and influence clients.
• Proven success in telesales and meeting/exceeding sales targets.
• Ability to work towards retention and engagement goals.
• Team-oriented, adaptable, and eager to learn in a fast-paced environment.
• High IT literacy, particularly with MS Office, and quick to learn new software.
• Strong organisational, prioritisation, and numeracy skills.
• Positive, self-motivated, and target-driven attitude.

Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.

For these reasons we strongly encourage suitably qualified applicants from a wide range of backgrounds.