Customer Retentions Advisor – Hybrid role in Altrincham

About the role

We are looking for an experienced Customer Retentions Advisor to join a growing team in Altrincham. The role is hybrid, combining office work with remote activity, and focuses on retaining existing customers through high‑volume inbound and outbound calls.

Key responsibilities

• Handle objections from customers considering cancellation and propose tailored solutions.
• Negotiate contracts and pricing to protect revenue and maximise value.
• Proactively contact existing customers to ensure satisfaction and build loyalty.
• Achieve and exceed individual and team retention targets.
• Accurately update CRM with call outcomes, feedback and future leads.
• Maintain compliance and quality standards in a regulated environment.

Required profile

• Proven experience in a customer‑facing, sales or retention role.
• Strong negotiation and communication skills with an empathetic approach.
• Resilient, target‑driven and proactive problem‑solver.
• Comfortable handling high volumes of inbound and outbound calls.
• Experience working within regulated or quality‑assured environments.

Required skills

• Proficiency with CRM systems.
• Competence in Microsoft Office applications.

What we offer

• Salary £26,228 – £40,000 per year plus bonus.
• Generous benefits package.
• Hybrid working model.
• Permanent contract with clear career progression.