Retentions Specialist
Basic Salary: £28,000 – £30,000 (DOE)
On-Target Earnings: £36,000 – £38,000 with Bonus
We are seeking a Retentions Specialist to join our established team. This role is central to ensuring client satisfaction and loyalty by resolving challenges, providing tailored solutions, and maintaining long-term relationships. The successful candidate will play a key part in reducing cancellations and enhancing the overall customer experience.
Key Responsibilities
* Manage client cancellation requests, engaging via telephone and email to provide effective solutions
* Build and maintain strong client relationships by proactively addressing concerns
* Recommend appropriate products, services, or payment arrangements to meet customer needs
* Ensure accurate CRM record-keeping and provide management with regular reporting on retention trends
* Collaborate with internal teams to deliver feedback that supports continuous service improvement
Candidate Profile
We are looking for an individual who demonstrates:
* Excellent communication and interpersonal skills, with the ability to build rapport quickly
* Strong objection-handling capabilities and resilience under pressure
* A proactive, detail-oriented approach to problem-solving
* Previous experience in client retention, account management, sales, or upselling/cross-selling
* The ability to work independently as well as collaboratively within a team
* Familiarity with CRM systems is desirable; knowledge of digital marketing (Google Ads, SEO, Social Media) would be an advantage
About Add People
Since 2002, Add People has been dedicated to helping small and medium-sized businesses grow online. With a team of over 250 digital marketing professionals and more than 4,000 clients worldwide, we are proud to be a Google Premier Partner, Microsoft Elite Partner, and Investors in People Platinum Accredited employer.
Our success is built on strong client partnerships and a supportive, people-focused culture. We provide clear development pathways, structured training, and opportunities for career progression within a growing organisation.
Employee Benefits
* Home Working - 1 day a week after successful completion of six-month probation period & continued performance.
* Sociable working hours – no evenings or weekends
* 30 days annual leave (including bank holidays, rising with service)
* Healthcare scheme and contributory pension
* Cycle-to-work scheme
* Regular social events and team incentives
* Recognition and rewards for high performance
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Casual dress
* Company events
* Cycle to work scheme
* Free parking
* On-site parking
* Transport links
Ability to commute/relocate:
* Altrincham WA15 8AB: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person