Customer Retentions Advisor

Customer Retentions Advisor

Location: Altrincham (hybrid working 2/3 days per week in office)

Hours: Mon‑Fri 8am‑6pm & Sat 9am‑5.30pm

Salary: £26,228 + bonus + great benefits

Overview

This is an exciting opportunity for an experienced Customer Retentions Advisor to join our client on a permanent basis as their team is growing. Hybrid working at their Altrincham office.

Key Responsibilities

• Handle objections: Engage with customers considering cancellation, identify their concerns, and offer tailored solutions to retain their business.
• Negotiate & re‑sell: Confidently negotiate contracts and pricing to maximize value for both the customer and the company.
• Relationship management: Proactively contact existing customers to ensure satisfaction and increase loyalty.
• Target driven: Achieve and exceed individual and team retention targets.
• Data management: Accurately update CRM systems with feedback, call outcomes, and future‑dated leads.

Qualifications & Requirements

• Proven experience in a customer‑facing, sales or retention role.
• Strong negotiation and communication skills with the ability to empathise and build rapport.
• Resilient, target‑driven, and proactive, with a solutions‑oriented approach to problem‑solving.
• Proficient with CRM systems and MS Office.
• Experience handling high volumes of inbound/outbound calls.
• Proactive retention: Identifying at‑risk customers early.
• Compliance & quality assurance experience within regulated environments.
• Hybrid working availability.
• Emphasis on hitting KPIs for revenue protection.

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