Customer Retention Specialist - Onsite

Culligan UK limited; Birmingham; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Holiday entitlement

Company pension

Sick pay

Cycle to work

Reward & discount

Employee assistance

Learning & development

Onsite parking

Life assurance

Job summary

Culligan UK Limited is seeking a Customer Retention Executive to protect and grow our customer base. This on-site role focuses on engaging with at-risk customers, resolving issues, and delivering superior service to drive loyalty and reduce churn.

Based in Birmingham, you will work Monday to Friday, 08:45–17:00, collaborating with teams to implement tailored retention strategies and monitor key metrics for continuous improvement.

Qualifications

• Must have strong interpersonal and communication skills.
• Excellent problem-solving and negotiation abilities.
• Ability to remain calm under pressure and handle challenging conversations.
• Customer-centric mindset with a passion for delivering exceptional service.
• Analytical skills to interpret data and identify improvement opportunities.

Responsibilities

• Proactively contact customers who signaled intent to cancel or downgrade services, understanding their concerns.
• Use empathy, problem-solving, and negotiation skills to retain customers by offering tailored solutions.
• Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
• Build trust and rapport with customers through clear communication and a customer-first approach.
• Monitor retention metrics, identify trends, and provide feedback to improve processes and reduce churn.

Skills

Interpersonal skills

Communication skills

Problem-solving

Negotiation

Calm under pressure

Customer-centric mindset

Analytical skills

Job description

Culligan UK Limited is seeking a Customer Retention Executive to protect and grow our customer base. This on-site role focuses on engaging with at-risk customers, resolving issues, and delivering superior service to drive loyalty and reduce churn.

Based in Birmingham, you will work Monday to Friday, 08:45–17:00, collaborating with teams to implement tailored retention strategies and monitor key metrics for continuous improvement.