Retention Advisor

CCA Recruitment Group; Altrincham; Hybrid; GBP 26,000 - 40,000; Full time

Job summary

CCA Recruitment Group is seeking a Customer Retention Advisor for an office-based role in Altrincham. You will handle high volumes of calls, work to retain customers, and negotiate solutions to prevent churn. The position is permanent, with Monday to Friday hours and a 1 in 4 Saturday schedule.

You should have proven experience in customer-facing, sales or retention roles within telecoms, with strong negotiation and relationship-building skills. OTE £40,000 plus benefits.

Qualifications

• Experience in a customer-facing, sales, or retention role within telecoms.
• Strong negotiation and communication skills with the ability to empathize and build rapport.
• Proactive, resilient, and solutions-oriented with a target-driven approach.
• Proficient with CRM systems and MS Office.

Responsibilities

• Handle objections by engaging with customers considering cancellation and offering tailored solutions.
• Negotiate contracts and pricing to maximise value.
• Proactively contact existing customers to ensure satisfaction and loyalty.
• Meet and exceed retention targets on an individual and team basis.
• Accurately update CRM with feedback, outcomes, and future leads.

Skills

Negotiation

Communication

Empathy

Resilience

Target-driven

Tools

CRM systems

MS Office

Job description

Role: Retention Advisor

Location: Altrincham (fully office based)

Hours: Mon-Fri between 8am-6pm & Sat 9am-5.30pm (1 in 4)

Salary: 26,228 OTE 40,000 + benefits

This is an exciting opportunity for an experienced Customer Retention Advisor to join my client on a permanent basis as their team is growing. Fully office working at their Altrincham office.

Do you have proven experience in a customer-facing, sales or retention role within telecoms?

Can you handle high volumes of inbound/outbound calls?

Have you proactively contacted existing customers to ensure continuing customer satisfaction?

The Role of a Customer Retention Advisor

• Handle Objections: Engage with customers considering cancellation, identifying their concerns, and offering tailored solutions to retain their business.
• Negotiate & Re-sell: Confidently negotiate contracts and pricing to maximize value for both the customer and the company.
• Relationship Management: Proactively contact existing customers to ensure satisfaction and increase loyalty.
• Target Driven: Achieve and exceed individual and team retention targets.
• Data Management: Accurately update CRM systems with feedback, call outcomes, and future-dated leads.

What We Are Looking For

• Experience: Proven experience in a customer-facing, sales, or retention for the Customer Retentions Advisor role.
• Skills: Strong negotiation and communication skills with the ability to empathize and build rapport.
• Mindset: Resilient, target-driven, and proactive, with a solutions-oriented approach to problem-solving.
• Technical Skills: Proficient with CRM systems and MS Office.

Key Requirements of the Customer Retention Advisor

• High-Volume Calls: Experience handling high volumes of inbound/outbound calls.
• Proactive Retention: Focusing on identifying at-risk customers early.
• Compliance & Quality Assurance: Experience working within regulated environments
• Hybrid Working: This role offer hybrid working.
• Targets: Emphasis on hitting KPIs for revenue protection.