Customer Retention Advisor (Hybrid – Norwich)
Location: Norwich, UK (Hybrid: 3 days in Norwich, 2 days from home; first 6 months 5 days per week in Norwich)
Salary: £26,750 per annum + OTE £40k, uncapped commissions
Job Overview
As a Customer Retention Advisor at Citation ISO Certification, you will keep our clients on board, showcase the value of our services, and deliver the kind of service that makes customers want to stay with us year after year. You’ll be at the heart of client relationships, ensuring they see the ongoing benefits of their ISO certification, while meeting targets that directly contribute to our growth.
Responsibilities
* Retain and grow our client base – take ownership of customer renewals and retention, helping us achieve consistent year‑on‑year growth.
* Advise and guide clients – engage with customers considering cancellation or renewal, using influencing skills to win back those at risk and secure contract renewals.
* Champion the customer voice – proactively share client feedback with the management team, helping us refine and improve the customer journey.
Qualifications
* Exceptional written and verbal communication skills, engaging and influencing at all levels.
* Skilled in negotiation and persuasion, with a natural ability to adapt and think creatively.
* Highly organised, with proven success in prioritising multiple demands and adapting to shifting priorities.
* Strong track record in customer retention and delivering outstanding service experiences.
* Confident with numbers and data, with sharp attention to detail and accuracy.
* Effective problem solver, quick to analyse situations and respond with practical solutions.
* Proficient in IT systems.
Benefits
* 25 Days of Holiday + 8 Bank holidays: Sun‑soaked beaches, snow‑capped mountains, or a cozy spot at home.
* Birthday Bliss: Your birthday isn’t just another day on the calendar; enjoy it in style with a day off.
* Health care cash plan: Private healthcare to ensure your peace of mind.
Seniority Level: Entry Level
Employment Type: Full‑time
Job Function: Customer Service and Sales
Industries: Business Consulting and Services
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