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.
Who are we?
We are Ello Group, the people who create everlasting connections between brands and consumers., We provide some of the UK's biggest brands – Compare the Market, Vue Pass, Vodafone, Lloyds, NatWest andto name a few – with the tools to give consumers genuinely rewarding acquisition, engagement, and loyalty schemes.
Bringing brands and consumers together is our bread and butter. From food to films, coffee, and more – our homegrown brands tastecard, Coffee Club, and Gourmet Society help people save money on the things they love without compromising on their lifestyles.
Product Partnerships Team:
We are social butterflies. We are full of energy, drive, and tenacity, and our team spirit is second to none. We're not just a team of colleagues. We are family. We create a buzzing atmosphere daily in the business, celebrate the good times together, and continually grow by supporting one another.
Day to day, we are responsible for building, maintaining, and creating five-star relationships with prospective and existing partners. We manage the recruitment and retention of independent partners (Restaurants & Cafés) to offer all our members – from B2C, B2B, Employee Benefits – a fantastic variety of venues, showcasing our brilliant products and offers. With the cost of living on the rise for businesses and individuals alike, we are proud to support consumers and the hospitality industry and really make a difference. There is no better time to be helping restaurants increase their footfall alongside saving consumers money
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.
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.
Ready to Make a Difference?
If you're driven by customer satisfaction, passionate about building lasting relationships, and excited to support clients beyond the sale — we want to hear from you. Join our Product Partnerships team and help us deliver real value, every step of the way. Apply now and be part of a team that truly puts the customer first.
Job Type: Full-time
Pay: £26,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Referral programme
* Sick pay
* Store discount
Ability to commute/relocate:
* Huddersfield HD2 2XB: reliably commute or be willing to relocate with an employer-provided relocation package (required)
Experience:
* Customer service: 1 year (required)
* Telecommunication: 1 year (preferred)
Work Location: Hybrid remote in Huddersfield HD2 2XB