WELLBEING COUNSELLOR

This is a once in a career opportunity for an exceptional retention specialist to join our rapidly expanding Relationship Management Team at the industry leading EAP and OH provider & Sunday Times ‘Best Places to Work’ organisation, HA Wisdom Wellbeing. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, HA Wisdom Wellbeing supports over 85,000 organisations and 11 million lives across the UK & Ireland.

Part of the global Peninsula Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

As a retention executive, your focus will be client retention, showcasing an amazing return on investment that leaves our clients wanting to renew year after year. Within your portfolio of clients, you will support with the promotion of additional products and services, driving effective client communication and identifying further revenue opportunities.

You will manage effectively requests to terminate agreements with a positive and explorative approach in problem solving and overcoming challenges. Duties involve day-to-day management of your portfolio, engaging with clients and intermediaries, collating and managing renewal terms, including negotiation of renewals, providing excellent service levels, conducting telephone, video and face-to-face meetings, maintaining accurate CRM records and working with various internal stakeholders to drive high client retention.

This is an office-based role, managing clients via telephone, virtual and email, however you could be required to visit clients externally on occasion.

1) Day to day management of a portfolio of EAP clients.

2) Proactive client relationship management to ensure that KPI’s and SLAs are achieved for contract retention levels and renewal of premiums issued.

3) Delivery of new client implementations effectively.

4) Renewal negotiations seeking to achieve a retention rate of above 95%.

5) Delivery of consultancy services to clients regarding product options & specialist services we provide.

6) Identify opportunities to up-sell and actively promote additional services.

7) Ensure we understand client needs and market changes, providing feedback to senior management to develop our proposition and remain ahead of the market.

8) Maintain the highest standard of customer service and support to the sales and bid team.

9) Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities.

10) Providing weekly renewal, activity and outstanding task updates.

1) An organised individual with excellent attention to detail, accuracy, and consistency.

2) Experience of managing client retention conversations with high energy, commitment and drive with the dedication to the role, willingness to show flexibility when required, showcasing enthusiasm for the role and company development.

3) Microsoft Office software experience including Excel, Word and PowerPoint.

4) Excellent attention to detail and written skills when communicating with others, both internally and externally.

5) The ability to communicate clearly and concisely, varying communication style depending upon the audience.

6) Multi-task oriented – can accomplish objectives effectively within timeframe given, carry out administrative duties within portfolio in an efficient and timely manner.

7) To be willing to work toward set targets and KPI’s including client retention, calls and meetings.

1) 25 days’ holiday, plus bank holidays

2) Day off on your birthday

3) Cash plan for you (and your children, if any)

4) Holidays increase after 2-and 5- years’ service

5) Contractual sick pay

6) Private medical insurance after 5 years' service

7) Pension Plan and Life Insurance

8) Pension plan contributions increase after 5- and 7-years’ service

9) Holiday season bonus after 3 years’ service

10) Profit share scheme

11) Season ticket loan scheme

12) Cycle to work scheme

13) Access to Employee Assistance Programme

14) Company incentives, access to discount schemes

15) Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!

16) Free 24/7 onsite gym

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The environment is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you'll soon discover that there are unlimited opportunities for you at HA | Wisdom Wellbeing.