Customer retention agent

Kingsgate Recruitment; Leatherhead; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary plus performance bonus

20 days holiday plus bank holidays

Supportive team culture

Clear development and training opportunities

Company pension scheme

Social events and team outings

Job summary

A leading recruitment firm is seeking a Customer Retention Specialist to enhance customer satisfaction and drive renewals. The role involves engaging with existing clients, addressing concerns, and collaborating with various teams to ensure a seamless customer experience. Candidates should have at least 3 years of experience in retention roles and possess excellent communication skills.

Qualifications

• Minimum 3 years in retention or customer success roles.
• Excellent communication and relationship-building skills.
• Highly organized with a customer-first mindset.

Responsibilities

• Engage proactively with customers to build relationships and reduce churn.
• Track retention metrics and collaborate with teams to improve customer journeys.
• Support finance team with payment-related queries.

Skills

Communication

Listening

Persuasion

Relationship Building

Problem Solving

Attention to Detail

Organizational Skills

Tools

CRM Tools

Job description

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Kingsgate Recruitment provided pay range

This range is provided by Kingsgate Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Kingsgate Recruitment

Recruitment Specialist at Kingsgate Recruitment

Job Title: Customer Retention Specialist

Location: Leatherhead, Surrey

Type: Full-Time | Permanent OFFICE BASED

Reports To: Commercial Director

Must Have: Retention/Renewals experience

Role Overview:

This role focuses on engaging with existing customers to ensure satisfaction, reduce churn, and drive renewals. You will act as a key post-sale touchpoint, understanding customer needs, addressing concerns, and offering solutions to support retention and renewal. Additionally, you will support the finance team with occasional payment-related queries, with the main goal of keeping customers happy, engaged, and loyal.

Key Responsibilities:

1. Customer Retention (Primary Focus):

• Engage proactively via phone and email to build relationships.
• Identify and address reasons for potential cancellations, offering tailored solutions.
• Deliver retention offers and product alternatives.
• Track and report retention metrics and customer feedback.
• Support onboarding and check-ins to ensure satisfaction.
• Collaborate with sales, marketing, and service teams to improve customer journeys.
• Share insights to help shape customer success strategies.

Credit Support (Secondary/Light Support):

• Follow up on overdue invoices as part of customer engagement.
• Resolve basic account-related queries with the finance team.
• Maintain accurate notes on customer records.
• Support customer service when needed.

Key Skills & Experience:

• Minimum 3 years in retention or customer success roles.
• Excellent communication, listening, and persuasion skills.
• Relationship-building ability with professionalism under pressure.
• Highly organized, attentive to detail, able to manage multiple priorities.
• Customer-first mindset with proactive problem-solving skills.
• Familiarity with CRM and account management tools.
• Bonus: Basic understanding of invoicing or subscription services.

What We Offer:

• Competitive salary plus performance bonus.
• 20 days holiday plus bank holidays, increasing with tenure.
• Supportive team culture.
• Clear development and training opportunities.
• Company pension scheme.
• Social events and team outings.

If you're passionate about customer success and meet the criteria, please apply.