Customer Service Retention Advisor

Role Summary

The Customer Service Retention Advisor is responsible for protecting and expanding our client base through proactive engagement, targeted retention strategies, and consistently high-quality service that drives loyalty and reduces churn. This role promotes the company’s full range of services while ensuring exceptional client satisfaction at every interaction. The Advisor will manage a variety of inbound and outbound communications, build strong and trusted relationships, and deliver tailored solutions that meet individual client needs. A key focus of the role includes executing campaigns aimed at improving patient outcomes through product upgrades and conversions. Success in this position requires excellent communication skills, empathy, and a deep understanding of Ostomy and Continence Care.

Key Responsibilities

• Manage Prescription Service inbound calls maintaining expected Service Levels
• Conduct outbound retention, win-back, prospective client and prescription service calls using structured objection-handling and retention techniques.
• Process EPS tokens and paper prescriptions accurately in the CRM system, resolving issues where needed and maintaining complete, compliant records of all activity.
• Develop and maintain strong relationships with existing clients to ensure loyalty and reduce churn.
• Identify at-risk clients and implement proactive retention strategies.
• Educate clients on Hollister and Dansac products, promote upgrades where clinically appropriate, and seek Clinical Team guidance where needed.
• Promote Fittleworth Delivery Service to all our potential customers and attract new patients to Fittleworth.
• Communicate value propositions clearly and effectively.
• Adapt to use a range of techniques to handle objections and retain/win clients whilst providing excellent service.
• Achieve individual and team key performance indicators (KPIs).
• Resolve issues efficiently, ensuring a positive client experience.
• Gather feedback and elevate concerns where necessary to improve service delivery.
• Enrol new clients onto the Fittleworth system.
• Maintain accurate client records in CRM systems.
• Track retention metrics and report on performance against targets.
• Work in line with standard operating procedures and client call scripts.
• Maintain the accuracy and quality of client records in line with General Data Protection Regulations (GDPR).
• Log complaints as received and elevate as required in line with agreed processes.
• Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients.
• Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner.
• Any other reasonable duties as requested by your Team Leader, the Department Manager, Director or the Company Director Team in their absence.

Skills & Experience

• Previous experience of working in high-volume customer experience environment.
• Proficient in all Microsoft applications including but not limited to Dynamics CE, Teams, Outlook, Excel and Word.
• Focus on delivering exceptional service.
• Excellent telephone manner.
• Resilient and adaptable to change.
• Results-oriented with strong problem-solving skills.
• Team player with a proactive approach.
• Excellent written and verbal communication skills.
• Essential requirements: leading by example, demonstrating Bold Behaviour, taking accountability and ownership.

What we offer

• Life Insurance Cover x10 Annual Salary (subject to the T&C’s of the scheme)
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy
• Internal refer a friend/family scheme

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