Customer Retention Advisor
Location: Hybrid - 3 days Norwich, 2 days from home (during the first 6 months 5 days per week in Norwich).
Salary: £26,750 per annum with OTE of 40K (uncapped comms).
We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost-cutting or tying people up in bureaucracy. We don't do politics - we want people focused upon actions and delivery. We don't do micro-management - we empower, support and innovate. We are leaders, not empire builders and we love our business.
Citation ISO Certification (formerly QMS International Ltd), part of the Citation Group, has been helping organisations across the UK achieve ISO certification with ease and confidence. We specialise in providing expert consultation and practical support, offering a straightforward and cost-effective route to internationally recognised ISO Management Systems. Our mission is simple: to make businesses better.
Role Overview: As a Customer Retention Advisor, your mission is to keep our clients on board, showcase the value of our services, and deliver excellent service to encourage long-term relationships. You will manage client relationships, ensure they see ongoing benefits from their ISO certification, and meet targets that contribute to our growth.
Key Responsibilities:
* Retain and grow our client base by managing customer renewals and retention, helping achieve consistent year-on-year growth.
* Engage with customers considering cancellation or renewal, using your influencing skills to 'win back' those at risk and secure contract renewals.
* Proactively share client feedback with the management team to improve the customer journey.
About You:
* Exceptional written and verbal communication skills, with the ability to engage and influence at all levels.
* Skilled in negotiation and persuasion, with a natural ability to adapt and think creatively.
* Highly organised, with success in prioritising demands and shifting priorities.
* Strong track record in customer retention and delivering outstanding service.
* Confident with numbers and data, with sharp attention to detail.
* Effective problem solver, quick to analyse situations and respond with practical solutions.
* Proficient in IT systems.
Perks:
* 25 Days of Holiday plus bank holidays.
* Birthday off to celebrate YOU.
* Private healthcare cash plan for your well-being.
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