Customer Retention Advisor

About the role

The Customer Retention Advisor will join a growing team in Altrincham, working primarily from the office with the option of hybrid working. You will be responsible for engaging customers who are considering cancellation, understanding their concerns, and delivering tailored solutions to retain their business.

Key responsibilities

• Handle high‑volume inbound and outbound calls to address at‑risk customers.
• Identify objections, negotiate contracts and pricing, and upsell where appropriate.
• Maintain accurate records of call outcomes, feedback and leads in the CRM system.
• Proactively reach out to existing customers to ensure satisfaction and loyalty.
• Meet and exceed individual and team retention targets and KPIs.

Required profile

• Proven experience in a customer‑facing, sales or retention role.
• Resilient, target‑driven and able to work under pressure.
• Strong communication and negotiation abilities with a solutions‑oriented mindset.

Required skills

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

What we offer

• Competitive base salary of £26,228 per year with OTE up to £40,000.
• Benefits package and opportunities for career progression.
• Hybrid working arrangement and a supportive team environment.