Customer Retention Executive

Culligan UK limited; Birmingham; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Holiday entitlement

Company pension

Sick pay

Cycle to work

Reward & discount

Employee assistance

Learning & development

Onsite parking

Life assurance

Job summary

Culligan UK Limited is seeking a Customer Retention Executive to protect and grow our customer base. This on-site role focuses on engaging with at-risk customers, resolving issues, and delivering superior service to drive loyalty and reduce churn.

Based in Birmingham, you will work Monday to Friday, 08:45–17:00, collaborating with teams to implement tailored retention strategies and monitor key metrics for continuous improvement.

Qualifications

• Must have strong interpersonal and communication skills.
• Excellent problem-solving and negotiation abilities.
• Ability to remain calm under pressure and handle challenging conversations.
• Customer-centric mindset with a passion for delivering exceptional service.
• Analytical skills to interpret data and identify improvement opportunities.

Responsibilities

• Proactively contact customers who signaled intent to cancel or downgrade services, understanding their concerns.
• Use empathy, problem-solving, and negotiation skills to retain customers by offering tailored solutions.
• Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
• Build trust and rapport with customers through clear communication and a customer-first approach.
• Monitor retention metrics, identify trends, and provide feedback to improve processes and reduce churn.

Skills

Interpersonal skills

Communication skills

Problem-solving

Negotiation

Calm under pressure

Customer-centric mindset

Analytical skills

Job description

Description

At Culligan UK Limited, our focus is on delivering exceptional customer experiences that lead to long-lasting relationships. We are looking for a dedicated Customer Retention Executive to join our team and play a pivotal role in retaining our valued customers.

Role Overview:

As a Customer Retention Executiveyou will be responsible forengaging with customers who are considering leaving or have expressed dissatisfaction. The role focuses on delivering outstanding customer service, resolving issues effectively, and creating positive experiences that encourage customers to stay loyal to the brand.

This role is based on-site, Monday - Friday.

Hours: 08:45 - 17:00

Key Responsibilities:

• Proactively contact customers who havesignaledintent to cancel or downgrade services, understanding their concerns and needs.
• Use empathy, problem-solving, and negotiation skills toretaincustomers by offering tailored solutions and alternatives.
• Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
• Build trust and rapport with customers through clear communication and a customer-first approach.
• Monitorretention metrics,identifytrends, and provide feedback to improve processes and reduce churn.

• Strong interpersonal and communication skills
• Excellent problem-solving and negotiation abilities
• Ability to remain calm under pressure and handle challenging conversations
• Customer-centric mindset with a passion for delivering exceptional service
• Analytical skills to interpret data andidentifyimprovement opportunities

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme