Inbound Sales & Customer Retentions Co-Ordinator

Central Waste, are currently recruiting for an all-round Inbound Sales & Customer Retentions Co-Ordinator to join their team on a permanent basis.

Job Role

To manage inbound customer enquiries, generate new business opportunities and maximise customer retention across the company's waste management and recycling services.

The successful candidate will be responsible for delivering excellent customer service, converting enquiries into new accounts, retaining existing customers and identifying opportunities to increase revenue through additional services.

The role requires a confident, commercially minded individual who can build strong customer relationships, negotiate effectively and work towards agreed sales and retention targets.

Key Responsibilities

Inbound Sales

• Handle inbound telephone calls, emails and online enquiries from prospective customers.
• Identify customer requirements and recommend suitable waste management and recycling solutions.
• Prepare and issue quotations for commercial waste collection, recycling and associated services.
• Convert incoming enquiries into new business accounts.
• Identify opportunities to upsell additional services, including additional collections, larger containers, different waste streams and specialist services.
• Follow up outstanding quotations to maximise conversion rates.
• Ensure all new customer information is accurately recorded on the CRM system.
• Work towards agreed sales targets and revenue objectives.

Customer Retentions

• Proactively manage customers looking to cancel or reduce their services.
• Identify the reasons behind cancellation requests and offer suitable solutions.
• Negotiate pricing and service adjustments within agreed commercial guidelines.
• Resolve customer concerns and work with the operations team to address service issues.
• Identify customers at risk of leaving and take appropriate action to retain their business.
• Manage contract renewals and maintain positive customer relationships.
• Record cancellation requests, retention activity and outcomes accurately.

Customer Service & Administration

• Deliver a professional, friendly and responsive customer experience.
• Handle complaints and queries efficiently and professionally.
• Liaise with transport, operations, accounts and administration teams.
• Ensure customer records, contracts and pricing information are kept up to date.
• Maintain accurate records of sales activity, customer interactions and retention results.
• Follow company procedures and ensure compliance with relevant policies.

Skills & Experience

• Experience in inbound sales, customer service or customer retention
• Experience within the waste management or recycling industry.
• Knowledge of commercial waste collections and recycling services.
• Experience dealing with business-to-business (B2B) customers.
• Understanding of commercial contracts and pricing structures.
• Excellent telephone communication and relationship-building skills.
• Confident negotiating and overcoming customer objections.
• Strong organisational and administration skills.
• Ability to work towards targets and deadlines.
• Good IT skills and experience using CRM or customer management systems.
• A positive, professional and commercially focused attitude.

Key Performance Indicators (KPIs)

Performance will be measured against agreed targets, including:

• Number of inbound enquiries converted into new customers.
• New business revenue generated.
• Customer retention and cancellation prevention rates.
• Revenue retained from existing customers.
• Additional services sold to existing customers.
• Quotation follow-up and conversion rates.
• Customer satisfaction and complaint resolution.
• Accuracy of CRM records and customer administration.

Personal Attributes

The ideal candidate will be:

• Confident and persuasive over the telephone.
• Customer-focused but commercially aware.
• Resilient and able to handle challenging conversations.
• Proactive in identifying sales opportunities.
• A strong negotiator with good problem-solving skills.
• Motivated by achieving and exceeding targets.
• A positive team player.

Pay: From £26,000.00 per year

Experience:

• Inbound Sales : 2 years (required)

Work Location: In person