Customer Retentions Advisor

About the role

This permanent, hybrid position is based in Altrincham and focuses on retaining existing customers through proactive outreach and problem‑solving. You will handle high‑volume inbound and outbound calls, negotiate contracts and work to protect revenue while delivering a high level of service.

Key responsibilities

• Engage with customers considering cancellation, identify concerns and propose tailored solutions to retain their business.
• Negotiate contracts and pricing to maximise value for both the customer and the company.
• Proactively contact existing customers to ensure satisfaction and build loyalty.
• Achieve and exceed individual and team retention targets and KPIs.
• Accurately record call outcomes, feedback and leads in the CRM system.

Required profile

• Proven experience in a customer‑facing sales or retention role, handling high volumes of calls.
• Strong negotiation and communication abilities with an empathetic approach.
• Resilient, target‑driven and proactive mindset with a solutions‑oriented attitude.
• Experience working in regulated environments and adhering to compliance and quality standards.

Required skills

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

What we offer

• Base salary of £26,228 per year with OTE up to £40,000.
• Benefits package.
• Hybrid working model.