Customer Retention Officer

Key Responsibilities will include: 

• Monitoring our retention and redemption rates.
• Providing exceptional customer service that leads to customer loyalty and referrals.
• Action rate switch from end to end, and prepare an offer & KFI/ESIS.
• Recognise, recommend and where appropriate implement improvements to retention process and procedures, to ensure retention targets and business competitiveness are maintained.
• Manage and map the customer journey to deliver growth and retention of customers.
• Proactively make warm calls on the telephone with an existing adviser to promote existing customer rate switches.
• Maintaining a high level of finance product knowledge.
• Continually track and analyse key indicators of customer satisfaction to improve services throughout the customer lifecycle.
• Ensure that all systems-based records are correctly maintained and management information in produced in a timely manner.
• Continue to develop self and role by studying relevant training materials and product information.
• Ensure that all systems-based records are correctly maintained and management information in produced in a timely manner.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.

Apply today to become part of Hodge’s mission to make life better for customers and society in the moments that matter.