Customer Support & Retention Representative

Housr; Manchester; On-site; GBP 25,000 - 34,000; Full time

Job summary

Housr is seeking a Customer Support & Retention Representative in Manchester to be the heartbeat of our customer operations. You will help students find homes and manage their Housr utility packages, delivering a warm, proactive service across email, chat and phone.

You will own cancellation and retention efforts, turning objections into opportunities to save accounts, while working with stakeholders to resolve complex queries.

Qualifications

• Experience in multichannel customer support is a plus.
• Strong communication and problem-solving abilities are essential.
• Ability to listen actively and empathise with customers.

Responsibilities

• Assist students with finding homes and managing Housr utility packages.
• Support customers via email, chat and phone with a top-tier experience.
• Handle escalation and resolution of complex queries with key stakeholders.
• Lead cancellation and retention efforts to reduce churn.
• Understand energy and bills-splitting market to present options to stay or switch.
• Adapt to seasonal demands to support buy-in before peak periods.

Skills

Multichannel support

Customer empathy

Problem solving

Active listening

Retention strategies

Tools

CRM software

Job description

• As a Customer Support & Retention Representative, you'll be the heartbeat of our customer operations, helping support students with finding homes and managing their Housr utility packages
• You'll combine a customer-first mindset with problem-solving instinct to help deliver a best-in-class experience for all our users
• We're looking for a Customer Support & Retention Representative to help support Housr's growing base of customers that have subscribed to a utilities management package
• You'll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience
• You'll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries
• You'll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find "save" opportunities, and using these insights to actively reduce churn across the business
• You'll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave
• You'll be supporting customers in different ways depending on the time of year - autumn to spring will be all about helping students find a home for the next academic year. In the summer, you'll help them with getting their utilities up and running, ahead of move-in

We're looking for someone who can hit the ground running this June or July 2026, helping us prep before our busiest time of year kicks off. You're motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment. You'll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries. You are skilled at turning a "no" into a "yes." You know how to actively listen to a customer's reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account. You're highly organised and can demonstrate your attention to detail. Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required. You'll have excellent communication skills, written and verbal, and an ability to work well under pressure