Customer Retention Executive (Contract Extensions Risk Vehicles)

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

To proactively manage a portfolio of risk vehicles approaching end of contract, with the objective of reducing financial losses at remarketing by securing contract extensions whilst maintaining an effective customer journey. The role involves direct customer engagement, financial quoting, and full lifecycle management of extension applications, as well as giving consideration to new business opportunities. Administer the End of Contract activities including termination of contracts, inspection recharge invoicing and vehicle collections as well as management of contract adjustments for contractual mileage changes.

Location: 2 days in the office as a minimum (Coventry)

Drivers of Success

Strong customer engagement, effective negotiation skills, and the ability to clearly communicate financial benefits are key to success; whilst ensuring good customer outcomes. High levels of organisation and collaboration with internal stakeholders are essential to maximise extension conversions and reduce financial risk.

• 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

Necessary actions to achieve deliverables

• Carry out daily outbound contact activity aligned to target list priorities
• Build strong relationships with customers to increase conversion rates
• Clearly explain pricing and financial rationale to overcome objections
• Chase outstanding paperwork to ensure timely processing
• Submit applications to underwriting and track progress
• Liaise with internal stakeholders
• Work to service levels and queue discipline; flag recurring issues and process gaps to management

Required Knowledge and Skills

Foreign Language skills: Not Required

GCSE level education or equivalent

Required experience:

• 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

Technical Skills and Personal characteristics:

• Strong communication and negotiation skills
• Ability to explain financial information clearly
• Target-driven and resilient
• Highly organised with strong attention to detail
• Ability to build relationships and influence customers
• Confident working with internal stakeholders

Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.