Retention & Renewals Advisor
Location: Hybrid (Split between home and our Meadowhall Office)
Salary: £24,750 + Commissions, OTE £35k +
We’re Citation Group, a group of businesses on a mission to make life easier for small and medium-sized companies. We understand running a business is tough. You’re spinning plates, trying to keep your customers happy, stay on top of rules and regulations, look after your team, and still grow.
Since 2004, HSD, part of the Citation Group, has helped over 7,200 businesses take the stress out of HR and Health & Safety. We take care of the tricky stuff—whether that’s sorting your compliance documents or giving you access to expert advice any time you need it. Our job is to keep you on the right side of the rules so you can get back to doing what you do best: running a brilliant business.
The role
* Proactively reach out to our existing client base to review their current service, build stronger relationships, and demonstrate clear value – all with the goal of preventing cancellations and securing contract renewals.
* Take a consultative approach to uncover client needs through active listening and trust-building, then recommend tailored solutions that align with their goals.
* Take ownership of the client experience, ensuring every touchpoint leaves a positive impression.
* Use strong listening skills and genuine rapport to uncover client needs and tailor solutions that truly resonate.
* Collaborate with existing clients to identify opportunities for additional growth and support new business generation.
* Re‑engage clients who have expressed an intention to cancel, working to turn situations around and retain their business.
* Be commercially driven – success will be measured against both revenue targets and client retention performance.
About you
We’re looking for a confident, commercially minded individual who is consultative, tenacious and results‑driven. You’ll need to think on your feet, adapt quickly to change, and show real resilience in a fast‑paced environment. You’ll be enthusiastic, driven and genuinely focused on delivering an excellent customer experience. Strong communication skills, particularly over the phone, a keen eye for detail, and the ability to learn quickly are essential. Experience in customer service, client retention or sales is a real plus.
Perks
* 25 days of holiday + bank holidays
* Birthday bliss – a day off on your birthday
* Post‑wedding bliss – extra weeks of holiday
* Growing families – vouchers and special perks for expectant parents
* Private healthcare plan
* Pawternity leave – a day off for new furry friends
* Community days – a day off to volunteer or support charities
Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!
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