Customer Retention Executive

British Red Cross; Salford; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Flexible working

36 days holidays

Pension scheme

Recognition platform

Discounts

Wellbeing support

Learning & development

Will writing service

Death in service

Cycle2Work

Job summary

British Red Cross in Salford is hiring a Customer Retention Executive to nurture relationships with first aid training customers, renewals, and upsell courses and products. The role sits in the Sales/Retention team and combines service excellence with target-driven incentives.

Hybrid working is offered (2 mandatory office days weekly, Monday and Tuesday). Salary starts at £24,479 with an on-target commission potential of £3,500+ per year, and a permanent contract with 35 hours per week.

Qualifications

• Excellent customer service experience and you relish the opportunity to work towards achieving targets.
• You’ve previously worked in a sales / business development role.
• You’re IT literate with a range of packages / programs.
• A positive personality and a 'can do' attitude where you're always looking to find solutions.
• You're excited by the chance to work alongside a passionate and diverse team, ensuring inclusive practice and promoting diversity.
• Strong communication skills and enjoy talking to different people daily.

Responsibilities

• Engage with first aid training customers whose qualifications are expiring and renew sessions.
• Register them to renew first aid training sessions and ensure skills are up to date.
• Optimise outbound call and email opportunities using data-driven insights.
• Personalise communication, address customer requirements and enhance engagement.
• Build customer relationships and drive satisfaction.
• Communicate with customers by telephone and email.

Skills

Customer service

Sales / BD

IT literacy

Strong communication

Job description

Customer Retention Executive

Location: Salford, Greater Manchester (Hybrid home and office, x2 mandatory days per week in the office, Monday and Tuesday)
Hours: 35 per week
Salary range: £24,479 plus possibility to earn commission on sales (£3,500 + per year on-target earning) Per Annum

Contract: Permanent

Can you provide outstanding customer service within a target driven environment?

At the British Red Cross, we’re looking for an outstanding customer service teammate. Can you sell first aid courses and products while nurturing relationships to encourage additional sales?

Your work will be crucial in developing the uptake and renewal of first aid training courses across the UK. Directly ensuring the public are educated on how to treat someone in an emergency.

A day in the life of a Customer Retention Executive:

You’ll focus on engaging with first aid training customers who have previously attended a course and whose qualifications are expiring. You’ll register them to renew first aid training sessions. Ensuring their skills are up to date and that they are ready to help anybody in need during and emergency.

You’ll optimise outbound call and email opportunities by leveraging data-driven insights. Thus, you can personalise communication, enhance customer engagement, and proactively address customer requirements. You’ll build excellent customer relationships and look to enhance customer satisfaction. You’ll communicate with your customers via a range of channels, particularly by telephone and email.

You’ll work within the sales department, which is home to our sales, retention, key accounts and service teams. You’ll also work closely with a range of other support services for Red Cross Training. This includes our resource planning, venues, training, marketing and field-based teams. Your dedication will ensure Red Cross Training remains a market leader in the provision of first aid training.

What does it take to be a successful Customer Retention Executive?

• Excellent customer service experience and you relish the opportunity to work towards achieving targets.
• You’ve previously worked in a sales / business development role.
• You’re IT literate with a range of packages / programs.
• A positive personality and a 'can do' attitude where you're always looking to find solutions.
• You're excited by the chance to work alongside a passionate and diverse team, ensuring inclusive practice and promoting diversity.
• Strong communication skills and enjoy talking to different people daily.

Interested? The closing date for your application is 23.59hrs on Monday 9th March 2026.

• Flexible working: Remote and hybrid working, flexitime, compressed hours, and job sharing.
• Holidays: 36 days annual leave (including bank holidays) plus the option to buy extra leave.
• Pension Scheme: Up to 6% contributory pension.
• Recognition Platform: Managers can reward great work with retail vouchers.
• Discounts: Discounts through our Reward Gateway, Blue Light Card, Tickets for Good, and more.
• Wellbeing Support: Peer Supporters, CiC (EAP) & Headspace App.
• Learning & Development: A range of career and learning opportunities.
• Will Writing Service: Access to a free will writing service.
• Death in Service: A tax‑free lump sum paid to your beneficiary in the event of your death.
• Cycle2Work: Lease a bicycle through the scheme.

We are proud to be a Disability Confident and Carers Confident employer.

We are dedicated to building an inclusive, equitable and wellbeing‑focused culture where everyone feels safe, valued and can thrive. Guided by our Equity, Diversity, Inclusion and Wellbeing Strategy, we foster belonging, psychological and physical wellbeing, and work to remove barriers to fair opportunities. Grounded in compassion and anti‑racist practice, we listen to diverse voices, value lived experience and create environments where staff and volunteers can succeed. Join us and be part of an organisation that leads with care, celebrates difference and helps everyone succeed.

Together, we are the world's emergency responders