Retention Advisor – Bournemouth

The Work Shop; England; On-site; GBP 14,000 - 21,000; Full time

Benefits offered by this job

Hourly rate £12.71

Commission scheme

Free parking

Job summary

The Work Shop is seeking an Inbound Retention Advisor to join our busy team in the United Kingdom. You will speak with customers considering Cancelling their membership, explore reasons for leaving, and offer options to retain while delivering a positive service experience.

Join a supportive team with long-term growth opportunities. Strong telephone skills, a positive attitude, and a focus on customer satisfaction are essential.

Qualifications

• Strong communication and customer service skills.
• Confidence handling telephone-based conversations.
• Positive and solutions-focused approach.
• Ability to handle objections and difficult conversations professionally.
• Good attention to detail and accurate system use.
• Comfortable working towards retention targets.
• Previous customer service/retention/sales experience is beneficial but not essential.

Responsibilities

• Handle inbound calls from customers looking to cancel their membership.
• Understand cancellation reasons and identify retention opportunities.
• Explain benefits, terms and options clearly.
• Use approved retention offers to support retention.
• Process cancellations when retention is not possible.
• Handle challenging conversations professionally and empathetically.
• Maintain accurate customer records and update systems.

Skills

Communication

Telephone handling

Solutions-focused

Objection handling

Attention to detail

Performance targets

Customer service experience

Job description

Our client is fast-paced, fast-growing company that helps veterinary practices to manage pet healthcare plans on behalf of their customers. They have recently grown from strength to strength and due to their continued success require positive and enthusiastic individuals to join their busy team as a Retentions Advisor.

The Inbound Retention Advisor is responsible for speaking with customers who are considering cancelling their membership. The role focuses on understanding their reasons for leaving, resolving concerns where possible, and identifying suitable options to retain their membership while providing a positive customer experience. This is an exciting opportunity to join a supportive and friendly team, offering long term opportunities and growth. A confident telephone manner and a passion for delivering first class customer service is required.

Key Responsibilities of the Retention Advisor

• Handle inbound calls from customers looking to cancel their membership.
• Understand the customer's reason for cancellation and identify appropriate retention opportunities.
• Clearly explain benefits, terms and available options.
• Use approved retention offers where appropriate to support customer retention.
• Process cancellations accurately when retention is not possible.
• Handle challenging or sensitive conversations professionally and empathetically.
• Maintain accurate customer records and update internal systems following each interaction.
• Work towards individual and team targets, including retention rates, call quality and customer experience.
• Use any remaining time between inbound calls to support the wider team with emails, customer queries and other administrative tasks as required.
• Identify recurring customer feedback and reasons for cancellation to support improvements.

What We're Looking For in a Retention Advisor

• Strong communication and customer service skills.
• Confidence handling telephone-based customer conversations.
• A positive and solutions-focused approach.
• Ability to handle objections and difficult conversations professionally.
• Good attention to detail and accurate system use.
• Comfortable working towards performance and retention targets.
• Previous customer service, retention or sales experience would be beneficial but is not essential.

Hours are 37.5 hours a week Monday - Friday , between the hours of 9am and 6pm (9-5 or 10-6)

Benefits

• £12.71 per hour
• Commission scheme
• Free parking