On-Site Customer Retention Specialist

Culligan UK; Birmingham; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Holiday entitlement

Pension scheme

Sick pay

Cycle to work

Rewards platform

Health Assured EAP

Learning & development

Onsite parking

Life assurance

Job summary

Culligan UK Limited is seeking a Customer Retention Executive to protect and grow our customer base by engaging with customers considering leaving, resolving issues, and delivering service that reinforces loyalty. This on-site role operates Monday to Friday, 08:45–17:00, focusing on empathetic problem solving, negotiation, and proactive outreach to drive satisfaction and reduce churn.

You will monitor feedback and collaborate with colleagues to improve processes while benefiting from our

Qualifications

• Strong interpersonal and communication abilities.
• Excellent problem-solving and negotiation skills.
• Ability to stay calm and handle challenging conversations.
• Customer-centric mindset with a passion for delivering exceptional service; analytical mindset to interpret data.

Responsibilities

• Proactively contact customers considering cancellation or downgrade, understanding concerns and needs.
• Use empathy and negotiation to retain customers with tailored solutions.
• Investigate and resolve complaints promptly for positive outcomes.
• Build trust and rapport through clear communication and a customer-first approach.
• Monitor retention metrics, identify trends, and provide feedback to reduce churn.

Skills

Interpersonal skills

Problem-solving

Negotiation

Calm under pressure

Customer-centric

Analytical skills

Job description

Culligan UK Limited is seeking a Customer Retention Executive to protect and grow our customer base by engaging with customers considering leaving, resolving issues, and delivering service that reinforces loyalty. This on-site role operates Monday to Friday, 08:45–17:00, focusing on empathetic problem solving, negotiation, and proactive outreach to drive satisfaction and reduce churn.

You will monitor feedback and collaborate with colleagues to improve processes while benefiting from our