Customer Retention Specialist – Fixed Term

About the role

The Customer Retention Specialist will engage with motor‑finance customers who are considering early settlement, voluntary termination, or refinancing. Working from the Redhill office in a hybrid model, you will assess individual circumstances and propose sustainable solutions that protect both the customer and the business.

Key responsibilities

• Proactively contact customers approaching the end of their PCP agreement or expressing intent to settle early.
• Gather detailed information through effective questioning and active listening.
• Present tailored retention options such as internal refinancing, payment plan restructuring, contract extensions, or partner vehicle contracts.
• Ensure all proposals comply with FCA regulations, Consumer Duty and Treating Customers Fairly principles.
• Document interactions, decisions and agreements accurately in internal systems.
• Collaborate with underwriting, collections and customer service teams to deliver joined‑up solutions.
• Monitor KPIs for retention and refinance conversion and provide feedback on emerging trends.

Required profile

• Strong commercial awareness and empathy when dealing with financially vulnerable customers.
• Excellent communication, negotiation and active‑listening skills.
• Ability to manage multiple cases, prioritize workload and meet agreed timeframes.
• Commitment to responsible lending and consumer protection standards.

Required skills