Customer Retentions Advisor


Customer Retentions Advisor

  • Location

    Manchester, Greater Manchester

  • Sector:

    Sales & Marketing

  • Job type:


  • Salary::

    Up to £16000 per annum + OTE 25k (Uncapped)

  • Contact:

    Tim Lee

  • Contact email:


  • High Salary:


  • Low Salary:


  • Reference:


  • Job Published:

    about 1 year ago

  • Duration:


  • Expiry Date:


  • Startdate:


Retention Advisor
£16,000 + Bonus (25k+OTE)
Monday - Friday : 37.5 hours a week

3 week shift rotation
Week 1 - 8:30am-5:00pm
Week 2 - 9:00am-5:30pm
Week 3 - 9:30am-6:00pm

To minimise customer attrition by retaining customers through proactive and reactive customer touch points, by
utilising the Retention Saves Matrix and other methods of retention.

*To achieve predefined performance targets
*To promote current features and benefits, marketing offers etc retention opportunities, maximising conversion.
*To promote the brand to all existing and potential customers and to provide accurate information on product, policies and procedures.
*To build strong relationships with internal departments.
*Ensure that records and in house systems are kept up to date and accurate in a timely manner

Typical decisions
*Reduction in prices/offer credits made to existing customers as per company/department guidelines.
*Arrange engineers to attend properties
*Ensure maximum number of customers from 'Portfolio list', are contacted every day and list is kept up to date.

*Number of Retained Contracts made per month.
*Value of Retained Contracts per month.
*Call / save / termination Quality
*Management of daily portfolio of Contracts @Risk of termination.
*Management of disputed invoice

*Key Stake Holders include: Service and Sales Manager, Field Line Manager and Engineers, Inside and Field sales advisors, installation departments, service departments and engineering staff.

Person Specification

Personal Attributes
*Sales/Target orientated
*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.
*Ability to remain optimistic when dealing with new, challenging or unexpected situations.
*Innovative and creative, able to remain confident when dealing with negative situations and come up with imaginative solutions to difficult problems.
*Cultural fit with values

*Customer focus
*Integrity and trust
*Drive for results
*Action oriented
*Time Management

*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).