Retention Specialist

BrightHR; Manchester; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Enhanced holidays 25 days

Private health care after 5 years

New business referral scheme

Pension scheme contribution 5% to 7%

Travel Season Ticket loan

Free fruit in office

On-site gym

Discounted parking / local benefits

Job summary

BrightHR in Manchester is seeking a Retention Specialist to support client retention and drive value through strategic negotiations. You will engage with clients nearing renewal or at risk of churn, aiming to protect revenue and grow contract value.

With a focus on exceptional customer service in a fast-paced environment, you will work with cross-functional teams to deliver a super service that strengthens long-term relationships.

Qualifications

• Exceptional customer service skills.
• Proven track record retaining lost clients through negotiation in a B2B environment.
• Ability to communicate with internal stakeholders at all levels.
• Adaptable to a fast-paced environment and propose ideas to improve the role.

Responsibilities

• Meet and exceed monthly Save Rate targets.
• Record information accurately in CRM.
• Report performance weekly/monthly/quarterly to Head of Retention.
• Identify opportunities to increase contract value through cross-selling.
• Collaborate with finance to retain clients in hardship.
• Re-engage dissatisfied clients after service issues to build loyalty.
• Generate new business opportunities via referrals from existing clients.
• Maintain and improve client sentiment and online reputation.”
• Maintain expert knowledge of BrightHR products and services.

Skills

Customer service

Negotiation

B2B experience

Stakeholder communication

Adaptability

Job description

Salary: Salary up to £30,000 • Location: ManchesterRetention SpecialistSalary up to £30,000LocationManchesterPurposeIn a fast paced, global business, support growth by retaining existing clients through our super service strategy. Contact clients who are coming to the end of their agreement or are overusing our software to re-negotiate their agreement, retain their business and increase revenue.Reports toHead of Retention and Customer Solutions UKIHours of workMonday – Friday – 9am – 5:30pmDay-to-day responsibilities include but are not limited to the below:Meet and exceed all monthly Save Rate targetsMeet and exceed all individual KPIsRecord information accurately in CRMReport on own performance weekly/ monthly/ quarterly to the Head of Retention and Customer SolutionsIdentify opportunities to increase contract value by discussing additional products, services and software over usage, focussing on the needs of businesses and driving product usage and engagementWork with the finance and credit control departments to retain clients experiencing financial hardshipWork with the customer service team to re-engage dissatisfied clients following service issues with a view to establishing long term business relationships and customer loyaltyGenerate new business opportunities via referrals from existing client base or networkingMaintain and improve client sentiment and online reputation by always providing a super serviceTake ownership of own product knowledge ensuring you are an expert in all things Bright*Key requirements *Required skills and experienceMust have exceptional customer service skillsMust have a proven record of retaining lost clients through negotiation and excellent customer service in a B2B environmentMust be able to communicate with internal stakeholders at all levelsAbility to work in a fast-paced environmentAdaptable to change and willing to bring forward ideas to shape the future of the roleBrightHR BenefitsEnhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)Private health care cover after 5 years’ serviceNew business referral schemeAccess to Health ShieldAccess to the EAP serviceRefer a friend schemePaid birthday leavePension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ serviceGroup life insuranceEye care contributionFree fruit (office-based staff)Travel Season Ticket loan schemeMilestone recognitionDiscounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home ImprovementsPace health Club (situated in the park Inn) discounted gym membership and spa treatmentsPark Inn 20% food and drink discountNew Century 20% food and drink discountRevolution De Cuba 20% food and drink discountCycle 2 Work scheme* after probationary periodOn site GymBright Exchange perksValues & BehavioursLiving the company values of We care, We take action, we innovate, we inform, and we do the right thingWe lead by example and recognise those living our valuesWe drive the narrative by inspiring and engaging our teamWe collaborate with rigor and embrace diversity of thoughtWe deliver with a united voiceWe take ownership by staying close to team performance by Super Coaching and Walking the WalkWe keep our approach simple and stick to the playbook to deliver on promiseWe think critically and commercially, assess the situation before jumping to the solutionWe are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics