Customer Retentions Advisor


Customer Retentions Advisor

  • Location

    Manchester, Greater Manchester

  • Sector:


  • Job type:


  • Salary::

    £17000 - £33000 per annum

  • Contact:

    Pedro Pires

  • Contact email:


  • High Salary:


  • Low Salary:


  • Reference:


  • Job Published:

    2 months ago

  • Expiry Date:


Salary: £17k (basic) + realistic OTC, total £25k-33k

What you will do

Based at our Customer Contract Centre in Manchester City Centre, The role of Retentions Advisor will be to minimize customer attrition by retaining customers through proactive and reactive customer touch points, by utilizing the retention matrix and other methods of retention.

The successful candidate will be a target orientated individual and an excellent communicator with the ability to build strong relationships with our customers. You will be innovative and creative and able to remain confidence when dealing with negative situations, coming up with imaginative solutions to difficult problems.

How you will do it

This is very much a targeted role and on a daily basis the Retentions Advisor will be tasked with converting and retaining customers that are considering ending their service with us.

The Retentions Advisor will be proactive in the management of a portfolio of clients who are at risk of termination ensuring that Customers are contacted daily to discuss any dissatisfaction with our service. You will focus on a reduction in price credits made to existing customers each month as per company guidelines.

You will build strong relationships with both external and internal stakeholders including Service and Sales Managers, Field Line Managers, Installation departments, service departments and engineering staff.

What we look for


· Excellent communication and interpersonal skills.

· Ability to build strong relationships and influence others.

· Self motivated, enthusiastic and inspirational, able to bring a sense of urgency to situations and demonstrate an active approach.

· Persistent, resolute in focusing on results and able to set tough personal objectives, monitor progress and if necessary take corrective action.

· Experience of having worked successfully in a competitive and fast- paced Customer Service Team and/or Retention Team.

· Experience of security industry (desirable but not essential).

· Knowledge of call centre operations and systems.

· Computer literate.

· Fluency in English language (both verbal and written).