Customer Retentions Adviser

Lexiauk Ltd; Gateshead; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Up to 37 days holiday

Performance bonus

Company pension

Health Shield

Perkbox

Hybrid working

Job summary

LexiaUK is seeking a Customer Retention & Renewals Adviser to join our expanding team and play a key role in strengthening customer loyalty, securing renewals, and building long-term relationships with schools across the UK.

You will own a portfolio of renewal opportunities, guiding customers through the renewal process in a timely and professional manner. Full training will be provided to help you develop the skills needed to succeed.

Qualifications

• Minimum GCSE Grade C/4 or above in Maths and English.
• Experience in customer retention, success, or account management.

Responsibilities

• Manage a portfolio of renewal opportunities, guiding customers through the renewal process.
• Work with customers to agree renewal packages that best meet their needs.
• Make outbound calls to customers not responding to renewal communications.
• Re-engage previously lost customers and strengthen relationships with schools to maximise retention.
• Provide online and telephone support and keep CRM records accurate.

Skills

Customer retention

Account management

Communication

Relationship building

CRM experience

Telephone and outreach

Education

GCSE Maths and English

Tools

Microsoft Dynamics

Job description

Full-time | Office-Based in Gateshead
£31,734 + Performance Bonus (£37,734 OTE), Pension, Benefits & Up to 37 Days Holiday (including Bank Holidays)

Join Our Customer Retention Team

At LexiaUK, we’re proud to support thousands of schools across the UK with evidence-based literacy solutions that help improve reading outcomes. As a trusted reseller of Lexia® reading software, we work closely with educators to ensure schools have access to the tools and support they need.

We are seeking a Customer Retention & Renewals Adviser to join our expanding team and play a key role in strengthening customer loyalty, securing customer renewals, and building meaningful, long-term relationships with schools across the UK.

Whether your background is in customer retention, customer success, account management, customer support, or education, we’d love to hear from you. Full training will be provided to help you develop the skills and knowledge needed to succeed in the role.

What You’ll Be Doing

You’ll take ownership of a portfolio of renewal opportunities, ensuring customers receive a professional, timely and consultative experience throughout the renewal process, while helping schools continue to benefit from Lexia’s literacy solutions.

• Manage a portfolio of renewal opportunities, guiding customers through the renewal process in a timely and professional manner.
• Work with customers to agree renewal packages that best meet their needs and objectives.
• Make outbound calls and contact customers who have not responded to renewal communications.
• Re-engage previously lost customers and strengthen relationships with existing schools to maximise retention and renewal outcomes.
• Act as a trusted point of contact, helping customers access the support and information they need throughout the renewal process.
• Provide online and telephone support.
• Keep CRM records accurate, complete and up to date.
• Work collaboratively with colleagues to deliver an outstanding customer experience.

What You’ll Bring

We’re looking for someone who is confident, customer-focused and skilled at building relationships, with the ability to confidently discuss renewal options and achieve positive outcomes for both customers and the business.

You’ll have:

• At least 2 years’ experience in customer retention, customer success, account management, or a similar customer-focused role.
• Strong verbal and written communication skills.
• Excellent customer service, listening, influencing and relationship-building skills.
• Confidence discussing renewal options and helping customers make informed decisions that support strong retention outcomes.
• Excellent attention to detail, particularly when managing customer and CRM information.
• The ability to manage your own workload, prioritise renewal opportunities and deliver against agreed objectives.

Bonus Points If You Have

• Experience using Microsoft Dynamics or another CRM platform.
• Experience working in customer retention or subscription/software renewals.
• Experience in the education or EdTech sector.
• Existing knowledge of working with schools or educational establishments.

Benefits Include

• Up to 37 days’ holiday including Bank Holidays.
• Generous salary with performance-related bonus opportunities, giving an OTE of £37,734.
• Company pension.
• Health Shield, including Private Dental and Medical Insurance.
• Perkbox employee discounts and wellbeing platform.
• Regular company events.
• Modern office with stunning views of Tyneside.
• Convenient location close to public transport and local amenities.
• Full product training provided.
• Opportunity for hybrid working (up to one day per week) after 12 months’ service.
• A supportive, collaborative team environment.
• The opportunity to make a real impact in education.

What You’ll Need

• Minimum GCSE Grade C/4 or above in Maths and English, or equivalent.
• Eligible to work in the UK.
• Willingness to take annual leave outside school term time.
• Willingness to undergo an enhanced DBS check due to working with schools.
• Monday to Friday, 8:30am to 4:30pm.
• Primarily office-based in Gateshead.