Retentions Advisor

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

Job summary

CCA Recruitment Group is recruiting for a Customer Retentions Advisor to join the Altrincham office on a permanent basis. The role focuses on handling objections, negotiating terms, and nurturing relationships with existing customers to reduce churn and maximize value.

You will work in a high-volume, target-driven environment with strong CRM and MS Office proficiency. This is a permanent, office-based role with growth opportunities and competitive benefits.

Qualifications

• Experience in a customer-facing, sales or retention role.
• Strong negotiation and communication skills.
• Proficient with CRM systems and MS Office.

Responsibilities

• Handle objections and retain customers by offering tailored solutions.
• Negotiate contracts and pricing to maximize value.
• Proactively contact existing customers to ensure satisfaction.
• Achieve and exceed retention targets.
• Update CRM with outcomes and leads.

Skills

Negotiation

Communication

Relationship management

Target-driven

Problem-solving

Customer empathy

Tools

CRM systems

MS Office

Job description

Role: Customer Retentions 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 Retentions Advisor to join my client on a permanent basis as their team is growing. Fully office working at their Altrincham office.

The Role of a Customer Retentions 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 Retentions 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.