Direct Sales Agent

Position Overview

As a Direct Sales and Loyalty Agent, you will serve as the primary point of contact and a vital contributor to our client’s customer retention strategy. Working within an agile delivery team, your key responsibility is to engage with customers approaching their End of Contract (EOC), guiding them confidently through their options to secure contract renewals.

Key Responsibilities

• Proactively engage with customers nearing their contract expiry to discuss renewal options and secure renewals.
• Utilise targeted campaigns via SMS, email, and outbound calls to convert data leads into successful contract renewals.
• Ensure a seamless and positive customer experience, maintaining brand consistency throughout all communications.
• Adhere rigorously to all regulatory requirements and internal compliance standards, including GDPR and Consumer Duty.
• Collaborate effectively within an agile team, adapting promptly to evolving campaign priorities and objectives.

Key Knowledge, Experience and Qualifications

• Bachelor’s degree or equivalent qualification.
• Proven experience in customer-facing roles such as telesales, customer retention, account management, or call centre operations; experience within automotive finance, insurance, or banking is highly desirable.
• Comprehensive understanding of the Consumer Credit Act and Consumer Duty regulations.
• Target-driven with a genuine passion for building rapport, overcoming objections, and converting leads into positive financial outcomes.
• Exceptional verbal and written communication skills, with the ability to provide clear explanations and draught professional, brand-aligned correspondence.
• Proficient in using a variety of CRM systems, telephony platforms, and Google/Microsoft Office applications, demonstrating a strong aptitude for learning new software swiftly.
• Meticulous attention to detail when inputting customer data and managing consent preferences in full compliance with GDPR.
• A resilient team member who thrives in a fast-paced environment, consistently meets deadlines, and adapts readily to changing campaign priorities.

Competency and Behavioural Profile (Person Specification)

• Diligent and dependable.
• Customer-focused with a strong service ethos.
• Exceptional attention to detail.
• Effective problem-solving skills.
• Analytical mindset.
• Numerate with sound judgement.
• Tenacious and determined.
• Ability to balance empathy with assertiveness.