Reports to: Product Partnerships Manager
Department: Product Partnerships
Hours: Permanent, full-time (39.5 hours per week) Mon to Thursday 8.30am to 5.30pm and Friday – 8.30am to 5pm.
Location: Hybrid working, min 3 days in office.

SKILLS REQUIRED

• Telephone/email experience.
• Experience of objection handling.
• Ability to manage multiple tasks, plans and prioritise own workload.
• Being driven and positive and self- motivated.
• Excellent communication and interpersonal skills.
• IT literate with good typing skills and confident using a range of programmes including email, word presentations and spreadsheets.
• Able to work with a team, take direction from others and collaborate effectively.

ROLE PURPOSE:

An exciting role in a growing function – you’ll be working closely with the Product Partnerships and Product Operations teams post recruitment, to support the maintenance and retention of our independent partner estate. The role is key to ensuring the continued quality and strength of our product for all Ello consumers.

DUTIES AND RESPONSIBILITIES:

• Act as the primary point of contact for partner communication, addressing queries and requests through service focused and retention driven conversations that promote long term partnerships.
• Deliver consistent product partner aftercare to maintain strong relationships and engagement with independent partners.
• Engage in retention focused conversations to understand concerns, resolve issues, and encourage continued collaboration.
• Coordinate and complete outbound calling activities to partner establishments, including (but not limited to) mystery shopping and information gathering for a variety of QA purposes.
• Prepare and submit timely reports to share results of QA activities.
• Use data and insight gathered to provide feedback and create action plans aligned with team and business goals.
• Use Salesforce to keep accurate and up-to-date records of all partner contact and outcomes.
• Assist with pipeline management and lead generation for the wider team, as required.
• Achieve all required KPIs in line with the role.
• Work collaboratively with the wider team to support strategic initiatives that drive quality and product excellence.
• Undertake any other duties reasonably requested by your manager.
• Always ensure compliance with company policies in line with ISO 27001:2013, BS 10012:2017, ISO 50001:2018, ISO 22301:2019.