Customer Retention & Renewals Adviser

Office Angels; Gateshead; On-site; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Pension scheme

Private health benefits (Health Shield

Discounts

Company events

Career development

Job summary

Office Angels in Gateshead is seeking a Customer Retention & Renewals Adviser to support customers across the UK. This relationship‑driven role manages existing accounts, guides renewal conversations and maximises retention, building long‑term relationships and renewing opportunities.

The position is office‑based in Gateshead with a basic salary of £31,734 plus a monthly performance bonus (OTE £37,734) and hybrid working after qualifying service.

Qualifications

• Experience in customer retention, renewals, customer success, or account management.
• Strong communication, customer service and relationship-building skills.
• Confidence discussing pricing, renewals and customer needs.
• Commercially aware with ability to influence positive outcomes.
• Comfortable handling objections and speaking with customers who may be considering leaving.
• Strong organisational skills, attention to detail and CRM experience.
• Ability to manage multiple priorities and work towards targets.
• Experience with Dynamics or similar CRM is advantageous.
• Experience in education/public sector/tech/service-led organisations is beneficial.

Responsibilities

• Manage a portfolio of customer renewal opportunities.
• Guide customers through the renewal process.
• Build and maintain strong customer relationships.
• Re-engage previous customers and improve retention.
• Contact customers by telephone and email regarding renewals.
• Understand customer needs and recommend suitable solutions.
• Prepare quotations and pricing proposals.
• Discuss renewal options and confidently handle objections.
• Work towards retention, renewal and performance targets.
• Provide customer support, advice and guidance.
• Maintain accurate CRM records.
• Report on pipeline and renewal activity.
• Collaborate with colleagues to deliver an excellent customer experience.

Skills

Customer retention

Renewals

Account management

CRM experience

Communication

Relationship-building

Pricing discussions

Objection handling

Target driven

MS Dynamics / CRM

Tools

Microsoft Dynamics

Job description

Customer Retention & Renewals Adviser

Gateshead | Full-Time | Office-Based | £31,734 Basic Salary + Bonus (OTE £37,734)

About the Role

We're looking for a Customer Retention & Renewals Adviser to join a successful and growing organisation supporting customers across the UK.

This is a relationship-focused role where you'll manage existing customer accounts, guide customers through the renewal process and help maximise retention. You'll build long-term relationships, manage a portfolio of renewal opportunities and ensure customers continue to gain value from the services they use.

Customer retention is at the heart of this role.

You’ll regularly speak with customers about upcoming renewals, discuss any concerns they may have and explore the reasons they may be considering non-renewal. We're looking for someone who can ask the right questions, confidently handle objections and identify opportunities to retain customer business where appropriate.

This is not a call centre role. Instead, you'll work consultatively with customers, taking ownership of renewal conversations, building trusted relationships and delivering an excellent customer experience while achieving retention objectives.

If you enjoy building relationships, having meaningful customer conversations and influencing positive outcomes, we'd love to hear from you.

What's in It for You?

• £31,734 basic salary
• Monthly performance-related bonus with realistic OTE of £37,734
• Central Gateshead location
• Up to 37 days' holiday including Bank Holidays
• Hybrid working available after qualifying service
• Company pension scheme
• Health Shield, including private dental and medical benefits
• Employee discounts and well‑being platform
• Regular company events and social activities
• Modern office environment with excellent transport links
• Full product and systems training
• Ongoing career development opportunities
• Supportive and collaborative team culture

Working Hours & Holidays

• Monday to Friday, 8:30am to 4:30pm
• No weekend working
• 37 days' holiday, including Bank Holidays
• Five days' annual leave allocated to the company's well‑being shutdown during August
• Additional company shutdown period over Christmas
• Reduced working hours of 9:30am to 3:00pm throughout August
• Most annual leave is taken during school holidays and half terms
• Up to two day's annual leave per school term can typically be taken

Key Responsibilities

• Manage a portfolio of customer renewal opportunities
• Guide customers through the renewal process
• Build and maintain strong customer relationships
• Re‑engage previous customers and improve retention
• Contact customers by telephone and email regarding renewals
• Understand customer needs and recommend suitable solutions
• Prepare quotations and pricing proposals
• Discuss renewal options and confidently handle objections
• Work towards retention, renewal and performance targets
• Provide customer support, advice and guidance
• Maintain accurate CRM records
• Report on pipeline and renewal activity
• Work collaboratively with colleagues to deliver an excellent customer experience

About You

We're looking for a professional, confident and customer‑focused individual who enjoys building relationships and having meaningful conversations with customers.

Skills & Experience

• Experience in customer retention, renewals, customer success, account management or a similar customer‑focused role
• Strong communication, customer service and relationship‑building skills
• Confidence discussing pricing, renewals and customer needs
• Commercially aware with the ability to influence positive customer outcomes
• Comfortable handling objections and speaking with customers who may be considering leaving
• Strong organisational skills, attention to detail and CRM experience
• Ability to manage multiple priorities and work towards targets
• Experience using Microsoft Dynamics or a similar CRM system would be advantageous
• Experience within education, public sector, technology, software or other service‑led organisations would be beneficial

Due to the high volume of applications received, we are unable to provide individual feedback to all applicants. If you require any reasonable adjustments during the recruitment process, please let us know and