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 from initial contact through to resolution in line with SLA’s for customer service, billing, and contract‑related enquiries.
* Handle customer complaints professionally, ensuring customers feel listened to and supported.
* Liaise with internal teams and external suppliers to resolve customer issues efficiently.
* Take end‑to‑end ownership of customers reducing or partially ceasing services.
* Capture accurate reasons for service reduction to support churn insight and reporting.
* Calculate and apply relevant mid‑term charges in line with contract terms.
* Maintain accurate records across CRM, billing, and service platforms.
* Calculate Balance of Contract (BOC) charges and applicable cease charges accurately.
* Coordinate full-service cessations 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.
* Identify recurring churn drivers or operational issues.
* Contribute to continuous improvement of churn, leavers, and cessation processes.
Skills Required:
* Strong customer service and communication skills with 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 and problem‑solving skills
* Ability to multi‑task and prioritise effectively
* Calm, resilient, and solutions‑focused mindset
* 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.