Service Enhancement Specialist

Title: Service Enhancement Specialist 
Location: Wrexham 
Hours: 37.5 hours per week Monday to Friday

What we do:

We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (who’s still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.

The role:

As part of our exciting growth journey, we’ve identified a major opportunity to strengthen relationships within our existing client base by introducing new solutions, feature upgrades and product innovations. We’re now able to deliver more value than ever – and we need someone who can help us tell that story. 

With customer communication channels evolving rapidly, we’re also focused on helping clients embrace tools like Live Chat, which has a proven record of driving engagement, satisfaction and business growth. 

In this targeted sales and retention role, you’ll be responsible for upselling our enhanced range of services and solutions, retaining clients by handling cancellation requests with care and insight, and continuously adding value to every client relationship. Your success will directly contribute to stronger client partnerships, and increased revenue for the business – all while ensuring our clients get the very bet from their service. 

Key responsibilities:

• Proactively outbound calling existing clients
• Working through an agreed call cadence to maximise output and results
• Giving demonstrations to clients about what we are doing for other clients and discover whether they have similar challenges in their business
• Thinking broadly and about providing solutions which could be as simple as adding in a template, building a jotform or a full CRM integration
• Communicating with wider teams include Operations and account management
• Manage a sales pipeline to ensure monthly targets are met
• Manage client retentions for SME sector, working to a minimum retentions rate of 35%
• Ensure that we have all the correct contact details for the client and that CRM is complete and accurate
• Provide a client health check such that even if they do not require extensions or additional products, they feel valued
• Ensure the client has access to the portal and they know how to use it
• Encourage the client to complete the NPS surveys and also push other client referrals

The person:

• Excellent communicator with both written and verbal communications
• Highly motivated and skilled in selling
• Proven track record in a targeted selling environment
• Demonstratable experience retaining clients and driving growth within a client base
• High energy and approachable at all times; comfortable starting and leading conversations with a warm, helpful and friendly attitude
• You strive to be a product expert and understand the features and benefits of our products
• Confident and able to attend visits/events in person on and off site
• Someone that is good at working in partnership with internal stakeholders in the business
• The ability to spot trends and identify where tangible value is being released to customers and therefore spot ‘lookalike’ cohorts

What’s included:

As a Service Enhancement Specialist at our award-winning headquarters in Wrexham, you’ll enjoy welcoming, spacious, state-of-the-art offices, plus communal spaces including a treehouse – we like to do things differently around here! You’ll also benefit from:

• Permanent contract 
• 25 days annual leave plus bank holidays (pro rata)
• Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
• Access to our wellbeing room to help enhance your physical and mental wellbeing
• Access to a 24/7 doctor line
• Subsidised meals
• Free on-site gym access
• And did we mention our epic parties? We know how to celebrate in style!