Customer Retention & Experience Specialist

Global Highland Ltd; Inverness; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Global Highland Ltd is seeking a Customer Retention & Experience Specialist to own a portfolio of customers from installation through renewal, delivering proactive care and value-driven engagement.

The role blends customer care, account management and consultative sales, requiring relationship-building, problem solving and a customer-first approach to grow loyalty and recurring revenue.

Qualifications

• Proven experience in customer service, retention, sales, account management or customer experience.
• Strong communication and relationship-building skills.
• Confidence handling objections and difficult conversations.
• Consultative approach to influencing decisions and achieving positive outcomes.
• Excellent organisation, administration and attention to detail.
• Proactive, customer-first mindset with ability to meet targets.
• Experience in broadband, telecommunications, subscriptions or renewals is a plus.

Responsabilités

• Build lasting customer relationships and manage a portfolio throughout their journey.
• Conduct service reviews and renewal conversations to maximise value and retention.
• Identify opportunities to improve customer satisfaction and loyalty.
• Handle cancellation and retention conversations with win-win solutions.
• Recommend packages, upgrades and alternatives based on customer needs.
• Provide friendly, professional, solutions-focused support across all interactions.
• Take ownership of queries and ensure timely resolutions with colleagues.

Connaissances

Relationship building

Customer service

Retention

Account management

Consultative sales

CRM systems

Communication

Problem solving

Outils

CRM software

Description du poste

Love building relationships, solving problems and turning great customer service into long-term loyalty? This could be the opportunity for you.

Global Highland is recruiting a Customer Retention & Experience Specialist on behalf of a confidential client operating in the connectivity sector. This is a fantastic opportunity for a customer-focused professional who enjoys helping people, finding solutions and making a real difference to the customer experience.

You'll take ownership of a portfolio of customers, building trusted relationships from installation through to contract renewal and beyond. By understanding each customer's needs, resolving concerns and identifying opportunities to add value, you'll play a key role in improving satisfaction, strengthening loyalty and supporting business growth.

This role combines customer care, account management and consultative sales, making it ideal for someone who enjoys a varied position where great service and commercial success go hand in hand.

What you'll be doing

• Building lasting customer relationships
• Manage a portfolio of customers throughout their journey, from post-installation check-ins to renewals and ongoing retention.
• Conduct service reviews and renewal conversations to ensure customers are getting the most from their service.
• Proactively identify opportunities to improve customer satisfaction and strengthen loyalty.
• Handle cancellation and retention conversations confidently, finding solutions that work for both the customer and the business.
• Recommend suitable packages, upgrades and alternatives based on individual needs.
• Delivering an outstanding customer experience
• Provide friendly, professional and solutions-focused support across every interaction.
• Take ownership of customer queries and issues, working with colleagues to achieve timely resolutions.
• Recognise early signs of dissatisfaction and act before they develop into complaints or cancellations.
• Help customers understand their services, pricing, contract terms and available support.
• Growing accounts and creating advocates
• Identify opportunities for upgrades and additional services that genuinely benefit customers.
• Encourage referrals through customer recommendation programmes.
• Support the generation of positive customer reviews and recommendations following great experiences.
• Build long-term account value through proactive engagement and relationship management.
• Maintaining high standards
• Keep customer records and interaction notes accurate and up to date.
• Record retention, renewal, referral and upgrade activity within internal systems.
• Follow relevant company procedures, compliance requirements and quality standards.
• Approach every interaction with professionalism, integrity and attention to detail.

What we're looking for

• You’ll be a natural relationship builder who enjoys understanding customer needs, overcoming challenges and finding positive outcomes. You’ll combine empathy and excellent communication with the confidence to influence decisions and recognise commercial opportunities.
• You’ll ideally bring:
• Experience in customer service, customer retention, sales, account management or customer experience.
• Strong communication and relationship-building skills.
• Confidence handling objections, concerns and potentially difficult conversations.
• A consultative approach to influencing decisions and achieving positive outcomes.
• Excellent organisation, administration and attention to detail.
• A proactive, customer-first mindset and the ability to work towards individual and team targets.
• Resilience, sound judgement and a professional approach.
• Experience in broadband, telecommunications, subscription services or contract renewals would be an advantage, as would familiarity with CRM systems, referral programmes or customer review platforms. However, the key is your ability to build trust, deliver great service and turn customer interactions into lasting relationships.

How success will be measured

• You’ll have a direct impact on:
• Customer retention and contract renewal rates.
• Customer satisfaction and the quality of the post-installation experience.
• Reducing avoidable cancellations and complaints.
• Generating referrals, positive reviews and customer advocacy.
• Identifying appropriate upgrades and growing existing accounts.
• Protecting recurring revenue through proactive customer engagement.
• Maintaining excellent compliance, record-keeping and service standards.

Why consider this opportunity?

• This is a chance to move beyond reactive customer service and take a more proactive role in shaping the customer journey. You'll have the opportunity to build meaningful relationships, solve problems, influence business performance and see the results of your work.
• If you enjoy helping customers get the best from their service, have a talent for building rapport and are motivated by achieving great outcomes, we'd love to hear from you