Location: Reigate
Salary: £28,500 - £31,000
The Customer Retention Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals.
Key Tasks:
Manage customer tickets frominitialcontact through to resolution in line withSLAs for customer service, billing, andcontract-relatedenquiries.
Handle customer complaints professionally, ensuring customers feel listened to and supported.
Liaise with internal teams and external suppliers to resolve customer issues efficiently.
Takeend-to-endownership of customers reducing or partially ceasing services.
Captureaccuratereasons for service reduction to support churn insight and reporting.
Calculate and apply relevantmid-termcharges in line with contract terms.
Maintainaccuraterecords across CRM, billing, and service platforms.
Calculate Balance of Contract (BOC) charges and applicable cease charges accurately.
Coordinatefull-servicecessations across all internal systems and with relevant carriers and suppliers.
Confirm customer billing is stopped accurately and at the correct point.
Investigate and resolve billing discrepancies linked to churn or service changes.
Identifyrecurring churn drivers or operational issues.
Contribute to continuous improvement of churn, leavers, and cessation processes.
Skills Required:
Strong customer service and communication skillswith a passion for service excellence
Ability to manage difficult and sensitive customer conversations
Strong attention to detail and process discipline
Commercial awareness and understanding of contract terms
Strong organisational andproblem-solvingskills
Ability tomulti-taskand prioritise effectively
Calm, resilient, andsolutions-focusedmindset
IT literate with experience using CRM, billing, and ticketing systems
Benefits:
21 Days Holiday increasing to 22 days after 3 years and to 25 days after 5 years
Birthday Day Off
Buy Holiday Scheme
Career Development and Progression Opportunities
Employee Assistance Programme
Enhanced Company Sick Pay
Discounted Retail Vouchers
Reduced Gym Membership
SCG Mobile Benefit
Employee Referral Bonus
Annual Salary Reviews
Pension Scheme
Fresh fruit and snacks
Free On-Site Parking
Charity Events
SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.
We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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