Customer Retention & Loyalty Advisor

Anderson Knight Limited; Glasgow; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Comprehensive training programme (min

Job summary

Anderson Knight Limited is recruiting a Customer Retention & Loyalty Advisor in Glasgow for a hybrid, permanent position. You will engage with prospective and existing members, support their journey and drive retention through proactive engagement, while delivering first-class member experiences.

The role includes training, a clear career path and opportunities to grow within a respected professional membership organisation. 27k salary.

Qualifications

• Previous experience within customer service, retention, account management or sales.
• Strong relationship-building and communication skills.
• Confident handling conversations focused on customer retention and loyalty.
• A proactive and positive approach.
• Excellent organisational skills and attention to detail.
• Ability to work independently whilst contributing to team objectives.
• Experience in a regulated or membership-based environment would be advantageous.

Responsibilities

• Engage with prospective and existing members via telephone, email and digital channels.
• Proactively contact members approaching renewal dates.
• Handle retention conversations and manage customer objections effectively.
• Build strong, long-term relationships with members.
• Promote the benefits and value of membership services.
• Support customer onboarding and account management activities.
• Manage inbound and outbound customer contact.
• Accurately maintain customer records and activity logs.
• Identify opportunities to improve member engagement and retention.
• Work collaboratively with colleagues across multiple departments.

Skills

Customer service experience

Retention experience

Account management

Sales experience

Relationship-building

Communication skills

Proactive approach

Organisational skills

Independent work

Membership-based environment

Job description

Anderson Knight is delighted to be recruiting for a Customer Retention & Loyalty Advisor on behalf of a highly respected professional membership organisation.

This is an exciting opportunity for a relationship-focused individual to join a growing team where customer engagement, retention and member satisfaction are at the heart of the role. You will receive a thorough training programme of at least three months, allowing you to develop a strong understanding of the organisation, its services and its members.

Glasgow City Centre | Hybrid Working

Permanent Position Monday – Friday, 9am – 5pm

£27,000

The Role

As a Customer Retention & Loyalty Advisor, you will be responsible for engaging with prospective and existing members, supporting them throughout their journey and ensuring they receive a first-class customer experience. You will focus on retaining existing members, promoting the value of membership and supporting business growth through proactive customer engagement.

Key Responsibilities

• Engage with prospective and existing members via telephone, email and digital channels.
• Proactively contact members approaching renewal dates.
• Handle retention conversations and manage customer objections effectively.
• Build strong, long-term relationships with members.
• Promote the benefits and value of membership services.
• Support customer onboarding and account management activities.
• Manage inbound and outbound customer contact.
• Accurately maintain customer records and activity logs.
• Identify opportunities to improve member engagement and retention.
• Work collaboratively with colleagues across multiple departments.

About You

• Previous experience within customer service, retention, account management or sales.
• Strong relationship-building and communication skills.
• Confident handling conversations focused on customer retention and loyalty.
• A proactive and positive approach.
• Excellent organisational skills and attention to detail.
• Ability to work independently whilst contributing to team objectives.
• Experience in a regulated or membership-based environment would be advantageous.

Benefits

• Permanent position with long-term career opportunities.
• Hybrid working (3 days office / 2 days home).
• Comprehensive training programme with a minimum of 3 months’ dedicated support.
• Generous annual leave entitlement.
• Company pension scheme.
• Life assurance.
• Health and wellbeing support.
• Enhanced family-friendly policies.
• Employee Assistance Programme.
• Ongoing professional development and career progression opportunities.

If you enjoy building customer relationships, influencing outcomes and delivering outstanding service, this could be an excellent next step in your career.