Join us as a Retention Specialist Want to do work that really matters? At Checkatrade, we’re building the UK’s go-to home improvement marketplace. Every day, we help millions of homeowners find the right tradesperson for the job, fast, fair, and without the faff. As our next Retention Specialist, you’ll be the go-to support for our members throughout their journey. From renewals and retention to troubleshooting and guidance, you’ll make sure every interaction adds value, for the member and for the business. It’s about more than service. It’s about building trust, supporting livelihoods, and helping trades grow. Forget long lists, here’s what you’ll actually spend your time on: Owning conversations with members about renewals, retention, and the value of their membership. Handling complex queries and escalations with confidence, empathy, and clear solutions. Using objection handling to guide trades to the right outcome and spotting upsell opportunities where they fit. Communicating through calls, live chat, and email, always at a high standard. Recording accurate case notes and using Salesforce and advisor dashboards effectively. Collaborating with other departments to support members and strengthen the one-team culture. Bringing ideas forward to improve the member journey and reduce churn. It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring: Experience in customer service, ideally with a focus on retention or renewals. Confidence in handling objections and guiding conversations to positive outcomes. Excellent communication skills - clear, professional, and empathetic. Strong organisational and admin skills, with great attention to detail. A proactive, “can-do” attitude, ready to adapt in a fast-paced environment. Familiarity with Salesforce or Five-9 would be a bonus. We believe great work deserves great rewards. Here’s just a taste: Competitive salary commission Health, well-being and learning support Gym membership, Smart Tech Scheme and Cycle Scheme Birthday/Special day leave Buy & sell holiday scheme 1 week’s paid charity leave and much more! How we’ll get to know each other: Screening call with one of our Talent Acquisition Partners 1st stage interview with one of our Associate Manager, Retention and a Senior Team Member If you require any reasonable adjustments during our interview process, please discuss them with your Talent Acquisition Partner. If this sounds like the place where you can do your best work, we’d love to hear from you, even if you don’t tick every box About us We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business. We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.