Customer Support & Retention Specialist

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

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.