Business Retention Coordinator

Salary: £120,000 per year

Job Purpose

As Metro Safety moves further into working digitally, the job role of Business Retention Co-ordinator presents the successful applicant with an opportunity to gain experience in a fast-paced customer service environment, where the emphasis will be on the retention of existing business through providing exceptional customer service. Along with the normal customer interactions our social media presence and content will be co-ordinated and developed alongside our brand guidelines. 

Metro is the preferred providers of fire, health and safety and building services to many of the UK’s leading managing agents and property owners, as well as major retailers, local authorities, and other commercial occupiers. Providing risk assessments, essential routines, and training to help ensure their clients are compliant with fire, health and safety legislation. Looking after over 20,000 properties nationwide, Metro specialises in helping clients achieve safety compliance simply and cost-effectively.

The role is hybrid working, with the offices based in Southwark. Weekly team meetings ensure a healthy level of communication between your team members and other departments. The team leader will also have a series of shorted meetings throughout the week, to catch up, help manage workload and provide updates on changes to process. The team is vibrant and use their time together to work effectively but to have fun whilst doing so. Customer Service and Business Development teams organise departmental socials, as well as company-wide socials.

The role offers full training, mentoring, support, development, and the opportunity to earn commissions on retained as well as new business. It also allows the new team member to benefit from the ability to progress onto more advanced roles within an organisation.

Specific Responsibilities & Accountabilities

• Prevent the loss of existing business by understanding the customers needs, and working within Metro to meet them where reasonable.
• Liaising directly with Customers to retain services.
• To obtain all details of Services/Buildings that are due to go into the Handover process and process through the system.
• To drive efficiencies in the Handover process – to obtain contact details for the new contacts/clients as efficiently as possible to maximize retention of services and revenue.
• To obtain details of Services/Buildings that are to be terminated and process through the system, liaising with service delivery/scheduling departments, as necessary.
• To drive efficiencies in the Termination Process – to take immediate ownership of a terminated building or client, outside of the normal sales ledger procedures, and follow the specific Termination Policy. Ensuring that all relevant documentation is issued, all income is correctly recognized and promptly recovered.
• Assisting the Account Manager and Business Development Director with setting and monitoring Target Performance Measures & Metrics along with other reporting as required for Terminations and Handovers.
• Deliver annual target of £120,000 of retained business.
• Upsell additional services to existing customers.
• Liaising with customers/raising quotations for Metro’s services
• Opportunity to earn commissions for business retained as well as for new business
• Work with the Business Development team to grow new business
• Upsell a minimum of £50,000

• Take an active part in the production and upkeep of procedures and information for complex or portfolio customers, ensuring the detailed and up to date documentation of termination processes.
• Undertake routine data hygiene activities (e.g., QCC) as required for terminations.
• Any other tasks identified by Business Development Director and Account Director.
• To ensure Metro’s Finance procedures and guidelines are followed.
• Purchase Order renewal management
• Liaising with relevant departments to ensure swift conclusion to customer queries

• Supervision of the customer success team
• The post holder will help the continuous improvement of the department, help identify and deliver efficiencies and other benefits where possible.

Duties and Responsibilities

• Ensure customer experience is at the forefront of all interactions to enable us to provide a high-quality customer service

• Update our internal CRM systems in IFS and Salesforce, ensuring data is correct and utilised in the correct way
• Demonstrate initiative, self-drive, curiousity and a will to accept ownership for performance attainment against KPIs
• Meet and maintain high standards in customer correspondence, verbal, and written, via emails and reports
• Be a key contributor towards quality control initiatives, and a champion of Best Practices within the team. This will help us maintain a consistent level of frontline services for customers and sub-contractors
• To demonstrate commitment and willingness to collaborate effectively with other teams across the business. All actions must be aligned with the Metro Group’s strategic objectives

Corporate Responsibilities

• Engage with colleagues across the business, improving the customer experience, helping us meet high levels of customer retention. The candidtate is expected to show commitment and diligence with key customer portfolios, ensuring SLAs are well regulated and complaints kept to a minimum.
• Support the teams Directors by demonstrating leadership and skills, and a desire to see issues and initiatives through to completion, with the achievement of the required outcomes.