Senior Winback Officer

Customer EngagementInitiate contact with former customers via phone, email, or in-person visits.Understand the reasons for customers discontinuing the service or product.Present tailored solutions, promotions, or offers to encourage return.Relationship BuildingFoster a positive and long-term relationship with customers.Resolve customer concerns or issues to ensure satisfaction.Offer personalised service to show customers they are valued.Sales and TargetsAchieve monthly and quarterly sales/re-engagement targets.Promote new products, services, or updates that may interest the customer.Upsell or cross-sell services/products where appropriate.Market Research and FeedbackGather insights from former customers to understand trends or common reasons for churn.Provide feedback to management regarding customer needs and industry trends.Reporting and DocumentationMaintain accurate records of customer interactions and re-engagement outcomes.Report on the progress of winback campaigns and outcomes.CollaborationWork with marketing, sales, and customer service teams to ensure a consistent approach.Share best practices and success stories with the team to improve winback strategies.RequirementsProven experience in sales, customer service, or account management.Strong communication and negotiation skills.Ability to handle objections and manage difficult conversations.Familiarity with CRM software and reporting tools.A customer-centric mindset with the ability to think creatively to solve problems.Ability to work independently and as part of a team.Benefits33 days holidays (inclusive of Bank Holidays)5 flexible Bank Holidays - Work them if you choose and use the leave days elsewhere in the year.Holiday exchange - Buy up to 5 days holiday per yearCar Allowance & Fuel ReimbursementEmployee Assistance ProgrammeWellness SchemeDiscounted Cancer ScreeningDiscount HubCycle to Work SchemeGym Membership - Contribution of up to £30 per monthWill Writing ServiceMobile or Tech Salary Sacrifice SchemeHeavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.Death in Service - Salary x4 Life Cover