Retentions Advisor
We are currently recruiting for a Retention Advisor to join a growing and customer-focused organisation within a fast-paced service environment. This is a fantastic opportunity for someone passionate about customer experience and relationship management to play a key role in retaining and supporting an established customer base.
As a Retention Advisor, you will act as a primary point of contact for customers with contract-related queries, delivering an exceptional service experience at every interaction. You’ll work closely with the Customer Service Manager to enhance customer satisfaction, strengthen loyalty, and protect ongoing revenue through proactive support and engagement.
Key Responsibilities
* Deliver a high-quality, engaging customer service experience across all touchpoints
* Manage inbound and outbound customer calls, handling queries with professionalism and efficiency
* Take ownership of contract-related requests including renewals, upgrades, add-ons, and service changes
* Identify opportunities to retain customers and support upselling where appropriate
* Manage and resolve customer queries via ticketing systems in a timely manner
* Maintain strong product and service knowledge to support customers effectively
* Coordinate customer requirements to ensure a smooth and seamless service journey
* Build strong relationships with internal teams to deliver the best outcomes for customers
* Support onboarding and training of new team members where required
Requirements:
* Minimum of 3 years’ experience in a customer-facing role, ideally within a B2C environment
* Experience handling inbound calls in a sales or sales support setting
* Strong communication skills with a confident and professional telephone manner
* Highly organised with the ability to manage multiple tasks while maintaining attention to detail
* Passionate about delivering outstanding customer service and achieving KPIs
* Resilient and able to perform well in a busy, high-volume environment
This is an exciting opportunity that offers a competitive salary of £27,000 - £29,000 and hybrid working of 3 days in the office 2 days at home. This is a varied and engaging role where you can make a real impact on customer experience.
To apply for this position as a Customer Service Advisor, please send an up-to-date CV to Lilly Douglas or call us. Please note that due to the high level of applicants we are not able to respond to unsuccessful candidates, and if you have not been contacted within seven days assume you have not been selected on this occasion.
Zoom Recruitment Services Ltd is a specialist agency supplying permanent, temporary and contractual staff within Commercial, Logistical, Industrial, NHS and Technical sectors. We are also accredited members of the Recruitment and Employment Confederation (REC) and follow professional and ethical working procedures