Retention Manager
Location: Head Office, London
Hours: Monday to Friday, 9:00am-5:30pm
Working Pattern: Hybrid (50/50)
Reports to: Head of Customer Loyalty
Department: Specialist Mortgages Operations
About the Role
We're looking for a confident, proactive and relationshipdriven Retention Manager to help protect and grow HTB's specialist mortgage portfolio. This is an exciting role for someone who excels in customer engagement, influencing conversations, and delivering exceptional service.
As a Retention Manager, you'll play a key part in retaining customers approaching the end of their fixedrate period. You'll engage early, guide customers and brokers through the product switch process, present competitive rate options and ensure a seamless, supportive experience from first contact through to completion.
If you enjoy combining customer conversations with commercial decisionmaking - and you want to make a measurable impact on retention - this role is for you.
Key Responsibilities
Customer & Broker Engagement
* Review cases four months before fixedrate expiry to identify retention opportunities
* Contact clients early, present competitive rates and position HTB as their preferred nextterm lender
* Build trusted relationships with brokers, ensuring they have everything needed to recommend HTB
* Handle inbound client queries, provide clarity on product options and convert conversations into successful switches
* Maintain consistent followup activity to maximise customer retention
Product Switch Process
* Prepare tailored rate options and recommendations based on customer needs
* Guide clients and brokers through the endtoend process with confidence and clarity
* Generate accurate documentation and ensure all requirements are met for a smooth switch
* Update systems with final details and communicate completion outcomes
Pipeline & Record Management
* Manage a busy pipeline of cases, ensuring all outreach and followups are timely
* Maintain accurate notes, contact histories and documentation to support a strong audit trail
* Deliver highquality service at every stage of the journey
Who You'll Work With
You'll collaborate with:
* Underwriters
* Portfolio Management
* Business Development Managers
External partners include:
* Mortgage brokers
* Panel valuers
What We're Looking For
Qualifications & Experience
* Proven experience in sales, customerfacing or targetdriven environments
* Confident user of Microsoft Office, especially Excel and PowerPoint
* Strong general education including GCSE English & Maths (Grade C or above)
* Experience in financial services is desirable
* Background in client retention is beneficial
Competencies & Attributes
* Exceptional attention to detail
* Strong planning and organisational skills
* Excellent interpersonal and rapportbuilding skills
* Resilient and comfortable managing objections
* Curious mindset with a genuine interest in understanding customer needs
* Highly motivated, proactive and accountable
* A supportive team player committed to delivering outstanding results
Benefits
* Competitive remuneration
* Discretionary annual bonus
* Annual pay review
* Private Medical Insurance (Bupa)
* Mental health & wellbeing support via YuLife & Bupa
* 25 days holiday (increasing with service) + Holiday Buy Scheme
* Cycle to Work & Green Car Schemes
* Enhanced family leave policies
* Study support & professional memberships
* Hybrid working (50/50)
* YuLife Rewards - retail, lifestyle & experience discounts
* 8% employer pension contribution (noncontributory)
* Interestfree season ticket loan
* Annual volunteering day & Net Zero commitment
If you're commercially minded, thrive in customer conversations and want to influence the retention of a growing mortgage portfolio, we'd love to hear from you.