Customer Relations & Loyalty Advisor

About the role

As a Customer Relations & Loyalty Advisor you will join Panda’s Customer Relations team in Bromborough, playing a pivotal role in keeping our clients satisfied and engaged. You will work directly with customers to understand their needs, resolve concerns, and implement strategies that deepen relationships and reduce churn.

Key responsibilities

• Build strong customer relationships to increase engagement and minimise cancellations.
• Provide excellent service, handling queries efficiently and professionally.
• Engage at‑risk customers via phone or email, understand concerns and offer tailored solutions.
• Implement retention strategies and customised offers to retain customers long‑term.
• Collaborate with Customer Service, Service Delivery, Telesales and other teams to enhance the overall customer journey.
• Maintain accurate records of interactions using the company’s CRM system.
• Share customer insights internally to identify trends and improve retention efforts.
• Identify cross‑selling opportunities such as recycling legislation, heavy bins, confidential waste, additional sites and tender opportunities.
• Follow up six weeks after agreement signing to check on customer experience.
• Keep customer contracts and documentation up to date.

Required profile

• Experience in a customer service or retention‑focused role.
• Excellent communication and interpersonal skills.
• Ability to handle objections, negotiate and build rapport quickly.
• Strong problem‑solving mindset with a customer‑first attitude.
• Highly organised with good time‑management abilities.
• Comfortable dealing with people at all organisational levels.

Required skills

• CRM system usage