Overview
Customer Retentions Manager role at Charles Street Finance (CSF) in Cheadle, South Manchester. We are a specialist secured lender established in 1983, seeking to grow and enhance our team to support our ambitions. We value a common-sense approach, speed of response, honesty and integrity, and customer-centric service.
Responsibilities
* Develop and execute strategies to retain customers, minimise loan redemption churn, and maximise customer lifetime value in short-term property finance.
* Analyse customer portfolios, identify valuable at-risk borrowers, and design targeted retention initiatives in collaboration with underwriting, sales, and customer service teams to ensure a seamless best-in-class customer journey.
* Proactively resolve issues and foster long-term loyalty, providing MI to the Originations Director to illustrate retention metrics and data for monthly performance review.
Qualifications
* Essential: Previous experience in a relationship-focused role for mortgages, ideally bridging finance.
* Ability to develop successful working relationships and build trust with customers.
* Proactive self-starter who prioritises the customer, with excellent call handling, questioning, listening, and influencing skills.
* Willingness to apply customer-centric thinking and contribute to team goals.
Benefits
* 26 days holiday, plus a day off for your birthday (increasing with service to 30 days) and bank holidays.
* Free access to company holiday homes; buy & sell holidays.
* Discretionary annual bonus plus an additional Shared Reward Bonus.
* Matched pension contribution; health cash plan plus private medical insurance.
* Life assurance and critical illness cover.
* Travel season ticket loans and Ride to work scheme.
* Free local gym access; local bar/restaurant discounts.
Company
Charles Street Finance (CSF) is a specialist secured lender based in Cheadle, South Manchester. Established in 1983, CSF is a small team with growth plans and a focus on customer service and reliable speed of response.
Equal Opportunity
Charles Street embraces diversity and inclusion and is proud to be an equal opportunity workplace. We welcome difference, celebrate it, support it and value colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills. If you require any support or reasonable adjustments during any stage of the recruitment process, please let us know when completing your application so we can help you be at your best.
Note: All successful applicants will undergo relevant employment reference, financial and criminal record checks.
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