Retention Specialist

The ONE Group Ltd; Andover; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Excellent benefits

Progression opportunities

Supportive working environment

Job summary

The ONE Group Ltd is seeking an experienced Retentions Manager based in Andover, United Kingdom. This role involves leading a team focused on enhancing customer persistency and ensuring fair outcomes for customers. You will monitor performance metrics, handle escalations, and collaborate with compliance teams.

The ideal candidate should have strong leadership skills and a solid understanding of FCA regulations. Excellent benefits and career progression opportunities are offered with this position.

Qualifications

• Previous experience within retention/customer save functions.
• Strong leadership skills.
• Solid understanding of FCA regulations and Consumer Duty.

Responsibilities

• Managing and coaching a high-performing team.
• Handling escalated customer cases sensitively and professionally.
• Monitoring retention performance and quality metrics.
• Working closely with Compliance and QA teams.
• Using customer data and feedback to drive improvements.

Skills

Leadership skills

Understanding of FCA regulations

Customer retention techniques

Job description

I am working with a growing, FCA regulated business who are looking for an experienced Retentions Manager.

The role will involve leading and developing a retentions team focused on customer persistency, handling cancellations/objections and ensuring customers receive fair and compliant outcomes throughout their journey.

Key Responsibilities:

• Managing and coaching a high-performing team
• Handling escalated customer cases sensitively and professionally
• Monitoring retention performance, complaints and quality metrics
• Working closely with Compliance and QA teams to maintain FCA standards
• Using customer data and feedback to drive improvements

The ideal candidate will have previous experience within retention/customer save functions, strong leadership skills and a solid understanding of FCA regulations and Consumer Duty.

Excellent benefits, progression opportunities and a supportive working environment on offer.