Customer Success Advisor

Job Role: Customer Success Advisor

Location: Hybrid/Fort Dunlop 1 day per week (Tuesday)
Salary: 26500 per annum excellent benefits!
Contract Type: 12 month FTC

What We Can Offer You: 25 Days Annual Leave (Pro-Rata for Part-time and Fixed-Term Roles) Additional Holiday Purchase Hybrid Working Performance-Related Bonus Life Assurance Vitality Private Healthcare Subsidised Gym Memberships Cycle to Work Scheme Discount Vouchers and Access to Wellbeing Resources

Why Do We Want You

Because you are someone who thrives on connection communication and creating outstanding customer experiences.

At Wilmington Plc we are building a high-performing Customer Success team that sits at the heart of our Customer Experience Function. We need people who love speaking with customers enjoy solving problems and take pride in turning every interaction into a positive outcome.

As a Customer Success Advisor you will play a vital role in driving customer growth strengthening retention and reducing churn by ensuring every customer feels supported understood and valued.

You will be the Trusted Advisor our customers rely on throughout their journey with us.

Please note: To complete your application you will be redirected to Wilmington Plcs career site.

At Wilmington Plc we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme please use the contact details provided once you have clicked apply!

Acting as the first point of contact for all inbound and outbound customer enquiries relating to courses memberships and services ensuring every interaction is handled with professionalism energy and care.

You will proactively support customers from initial enquiry through to conversion onboarding retention and renewal.

You will be responsible for:

• Responding promptly and professionally to global public enquiries across phone email web chat and Teams qualifying customer needs and recommending suitable learning or membership solutions.
• Managing the full sales journey from initial enquiry through to conversion meeting individual sales targets and KPIs.
• Proactively engage high-potential leads using multi-channel outreach nurturing pipeline activity and maximising conversion opportunities.
• Supporting marketing campaigns and events to drive engagement and generate new leads while promoting upcoming courses and memberships.
• Delivering an excellent ongoing service to members building strong relationships that drive loyalty and long-term retention.
• Managing renewals through proactive engagement identifying upsell and cross-sell opportunities to maximise customer value.
• Processing onboarding materials fulfilment requests and member communications accurately and on time.
• Handling cancellations refunds invoicing and payment queries in line with company policy and compliance requirements.
• Maintaining accurate customer records across CRM and e-commerce systems including completing regulatory and sanctions checks.
• Collaborating closely with the onboarding team to ensure a seamless end-to-end customer experience.

Whats the Best Thing About This Role

You are at the centre of the customer journey every call email and conversation is an opportunity to make a real impact.

Youll see the direct results of your work in customer satisfaction renewals and long-term relationships all while developing your sales communication and customer success expertise in a supportive high-energy team.

Whats the Most Challenging Thing About This Role

Youll be working in a fast-paced high-volume environment where priorities can shift quickly.

Success comes from staying organised resilient and consistently delivering a high level of service while balancing inbound queries outbound activity and retention goals all at once.

We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

To be successful in this role you must have:

• Experience handling a high volume of inbound and outbound customer communications in a sales call centre or customer service environment.
• Proven ability to work to sales targets and service level expectations.
• Strong communication skills with the ability to build rapport quickly and confidently.
• Excellent organisational skills with the ability to manage multiple priorities under pressure.
• High attention to detail and a consistent accurate approach to work.
• Confident reliable and a strong team player.

We know its not a skill but the successful candidate must have permission to work in the roles location by the start of their employment.

About us

Were Wilmington plc a group of businesses united by governance risk and compliance. Acting as a trusted partner we help our customers to do the right business in the right way as they navigate the Regulatory Compliance landscape. If youre looking for innovation opportunity and community youll find them all and more here.

Join us and do Work That Means Something

At Wilmington plc we help global customers to do the right business in the right way - providing trusted data insights and education to navigate the Governance Risk and Compliance (GRC) landscape.

When you join us youll not only make a real difference for our customers youll also enjoy flexibility through hybrid working and benefit from a wide range of learning career and development opportunities.

Whether youre just starting out returning to work after a break or looking to take your next step youll be doing work with meaning.

Join us and make a real difference. Click on APPLY today!

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties responsibilities and skills required for this position.

*Please note that this role may remain advertised until an offer of employment has been made.

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