Retentions Advisor

Brookson Group - (A People2.0 Company); Warrington; On-site; GBP 23,400 - 28,600; Full time

Benefits offered by this job

5% company pension contribution after 3 months

23 days’ annual leave plus bank holidays

Discounted gym membership

Free financial advice

Job summary

A leading contractor services provider is seeking a Retentions Advisor to retain customers expressing dissatisfaction. Responsibilities include investigating grievances, understanding customer needs, and maintaining service knowledge. Ideal candidates will have minimum 12 months of retention experience, strong communication skills, and be highly organized. The position is full-time with a salary up to £26,000 and various benefits including pension contributions and annual leave.

Qualifications

• Previous retention experience (12 months minimum).
• Experience of working towards deadlines and KPIs.
• Previous experience in either an accountancy or finance sector.

Responsibilities

• Investigate and resolve customer grievances to retain business.
• Understand customer needs and act swiftly to retain them.
• Maintain in-depth knowledge of services to offer expert advice.

Skills

Strong communication and listening skills

Effective complaint management

Highly organized

Experience of high-volume calls

Ability to manage time effectively

Job description

Overview

Brookson Group - (A People2.0 Company) provided pay range. This range is provided by Brookson Group - (A People2.0 Company). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range: Direct message the job poster from Brookson Group - (A People2.0 Company).

For the past 30 years, Brookson has been the leading choice in the UK for contractor services in the flexible work sector. We combine cutting-edge technology with deep industry expertise to deliver exceptional support across accounting, tax, finance, legal, and payroll services.

With offices in Warrington, Bournemouth, Coventry, and London, we continue to grow and innovate. Now part of People2.0—a global leader in workforce management and employment solutions—Brookson is entering an exciting new chapter, offering even more opportunities for professional development and career progression.

As part of this growth, we’re looking for a Retentions Advisor to join the wider Customer Care team.

The Role

As Retentions Advisor, your role is to retain customers who express dissatisfaction with the service or an intention to use a competitive product or service. The role holder will be required to proactively contact customers or receive live calls from other areas of the business. They will be expected to patiently and empathetically, track information, and apply consultative skills regarding our services/pricing.

Key Responsibilities

• Investigate and resolve customer grievances to deliver exceptional service and reduce churn.
• Understand customer needs and reasons for leaving, acting swiftly to retain their business.
• Maintain in-depth knowledge of Brookson services to offer expert advice and support.
• Respond to feedback from monthly customer surveys, taking ownership of both positive and negative comments.
• Ensure all retention, complaints, and proactive calls are completed within SLA targets.
• Analyse customer data to identify risks and proactively reduce churn.
• Collaborate with internal teams to support customers in financial difficulty and drive service improvements.
• Manage a pipeline of leaver requests and meet retention and cost-related KPIs.
• Contribute to process improvement, documentation, and cross-functional collaboration to enhance customer care.

What We’re Looking For

• Previous retention experience (12 months minimum)
• Strong communication and listening skills
• A hands-on team player always striving for continuous improvement
• Effective complaint management
• Highly organised with the ability to manage time effectively
• Experience of working towards deadlines and working towards KPIs
• Experience of high-volume calls within a fast-paced environment
• Previous experience in either an accountancy or finance sector
• Experience of working in a credit control function

In Return for Joining us as a Customer Relations Specialist

Here at Brookson, we want everyone to feel valued and have a sense of belonging. That is why we offer a wide range of benefits plus an internal commitment to all colleagues around communication, engagement, and professional development. The benefits for this role include:

• Salary of up to £26,000, depending on experience
• 5% company pension contribution after 3 months
• 23 days’ annual leave, plus bank holidays and your birthday off each year
• Free financial advice including mortgages and savings
• Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health offering

Next Steps

If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.

Regardless of the outcome of your application, all candidates will be contacted, and we aim to do this within 3 working days.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service