Contract Extensions & Retention Specialist

Leasys; Coventry; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Stellantis in Coventry is seeking an End of Contract Co-ordinator to proactively manage risk-vehicle extensions, securing contract extensions while maintaining a positive customer journey. You will handle direct customer engagement, prepare quotations, and oversee end-to-end extension processes.

The role requires strong communication, negotiation, organisation, and ability to work with internal teams to resolve queries and drive conversion while meeting SLA.

Qualifications

• GCSE level education or equivalent.
• Minimum 2–3 years experience in a more complex customer-facing or account management role.
• Minimum 2–3 years experience in outbound calling or sales preferred.
• Strong communication and negotiation skills required.
• Ability to explain financial information clearly.
• Highly organised with strong attention to detail.

Responsibilities

• Proactively contact customers from a defined risk vehicle target list to secure contract extensions whilst ensuring good customer outcomes
• Conduct outbound calls, emails, and structured follow-ups
• Prepare and present extension and mileage quotations, clearly explaining financial breakdowns
• Manage the full extension process including paperwork and underwriting submission
• Respond to customer queries efficiently and professionally
• Where new business opportunities are present, refer customers to the sales team to manage the requirement
• Collaborate with internal stakeholders to resolve complex queries
• Maintain accurate records of activity and pipeline
• Timely termination of returned vehicles in line with SLA
• Invoicing of EOC charges within the agreed SLA
• Fast, accurate closure of enquiries within agreed SLAs and quality requirements

Skills

Communication skills

Negotiation skills

Financial explanation

Target-driven

Organised

Relationship building

Stakeholder management

Education

GCSE level education or equivalent

Job description

Stellantis in Coventry is seeking an End of Contract Co-ordinator to proactively manage risk-vehicle extensions, securing contract extensions while maintaining a positive customer journey. You will handle direct customer engagement, prepare quotations, and oversee end-to-end extension processes.

The role requires strong communication, negotiation, organisation, and ability to work with internal teams to resolve queries and drive conversion while meeting SLA.