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Sales & Loyalty Advisor

Manchester, UK

About SimpliSafe: 

SimpliSafe is an industry-leading home security company that understands the importance of protecting the life you’ve built. From advanced cameras and doorbells to entry and motion sensors, SimpliSafe also provides best-in-class professional monitoring that will watch over your home even when you can’t. 

Already protecting over 4 million people across the US and UK, SimpliSafe continues its mission to make “every home secure”. Since launching in the UK in 2019, SimpliSafe has already received awards and numerous accolades from leading publications, as well as an excellent rating on Trustpilot and a customer NPS in excess of 72. 

Why SimpliSafe: 

There’s nothing more important than keeping your family and home safe, and there’s nothing more fulfilling than knowing you’re helping people every day and providing them with extra peace of mind. 

With a no-ego culture, we encourage teams to collaborate and innovate and with those seeking their next challenge, SimpliSafe can offer big opportunities. We don’t just want you to work here. We want you to grow and thrive here. 

The Role: 

The primary role of the Sales & Loyalty Advisor is to achieve sales & loyalty targets as defined by the business, by proactively promoting Simplisafe’s product proposition to new customers and to retain existing customers. The Sales & Loyalty Advisor will also deliver exceptional customer service to our customers and ensure the highest levels of performance are achieved in all aspects of the role through multiple channels such as webchat, email, inbound and outbound calls. 

What You’ll Do 

  • To answer incoming calls and make proactive outbound calls to convert to sales and retain our customers within agreed service standards 
  • Ability to handle complex/difficult calls and resell Simplisafe’s product proposition to retain existing customer base
  • Excellent negotiation and interpersonal skills to manage customer expectations and maximise sales and loyalty opportunities. 
  • Ability to sell to and retain our customers through various channels such as Livechat 
  • Identify and utilise all opportunities to upsell 
  • Build strong and productive working relationships with sales and customer support colleagues 
  • Keep abreast of competitor intelligence and maintain high levels of product knowledge 
  • Achievement of sales and loyalty targets whilst maintaining high Quality standards 
  • Ensure that all business processes are followed and adhere to compliance standards 
  • Provide feedback to Senior Management around barriers to conversion 
  • Completing cancellations surveys to provide management with a deeper understanding as to why customers cancel 
  • Ability to work through Lead emails to proactively contact and convert to opportunities. Will include Leads identified via digital channels such as Social Media Platforms. 
  • Acts quickly and decisively on opportunities to improve their performance for both customer service and sales/loyalty 
  • Takes ownership for personal development areas in order to achieve objectives, using the support of line manager/L&D if required 
  • Thinks creatively to find ways of delivering services with limited resources 
  • Identifies and encourages behaviour that supports the company values 
  • Works to create a cohesive and productive working environment to achieve business goals 
  • Engage in target setting, demonstrate awareness of how their individual targets contribute to team target 
  • Continuously look for ways to improve our processes and procedures to benefit the team 
  • Enhance the customer experience through acting on Trustpilot reviews, NPS and CSAT 
  • Prompt investigation, assisting in the prevention of fraud, recording and management of problems reported by customers/Advisors, reporting back to the management team when required 

What You’ll Need 

  • Have strong communication and interpersonal skills 
  • Possess excellent organisational and problem solving skills 
  • Highly motivated 
  • Ability to take on increased responsibilities as the position advances 
  • Proven ability to consistently meet and exceed individual metrics 
  • Comfortability talking about technical and safety issues 
  • Great problem solving skills - to help our customers understand why SimpliSafe is right for them, you need to have a great understanding of the product 
  • Proven record of outstanding attendance and timeliness in a structured environment 
  • Strong work ethic and the drive to contribute to company goals 
  • Clear and effective phone communication skills to ensure all customer issues are resolved 
  • Positive, can-do attitude and eager for continuous improvement 
  • Strong commitment to customer happiness and satisfaction

What Values You’ll Share: 

  • Customer Obsessed - We understand our customers and aim to build long term relationships and trust. 
  • Aim High - We are always challenging ourselves and others to grow and improve. 
  • No Ego - We drive to succeed as a team and learn from our mistakes. 
  • One Team - We collaborate and win as a team. 
  • Lift As We Climb - We invest in developing others and ourselves. 
  • Lean & Nimble - We test, learn and improve. 

What’s in it for you? 

Working at Simplisafe, you’ll have access to: 

  • Competitive salary and commission structure 
  • 36 Days holiday entitlement 
  • Enhanced pension 
  • Life assurance 
  • Private dental and healthcare 
  • Free eye test and contribution to glasses 
  • Employee Assistance Programme 
  • SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.) 
  • Cycle to work scheme 
  • Team social events (annual summer and christmas parties, amongst other socials) 
  • Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact hr-uk@simplisafe.co.uk.

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