Retention Operator

About the role

We are looking for a Retention Operator to join our growing team in Hamilton. In this customer‑focused position you will handle inbound calls, resolve inquiries and help retain our clients by delivering professional service.

Key responsibilities

• Answer inbound customer calls and respond to inquiries and complaints professionally.
• Research information using internal resources and provide product and service details.
• Process bookings, orders and service plans as requested.
• Identify and escalate priority issues to senior management.
• Route calls to the appropriate department and maintain accurate call notes in the CRM.
• Record and evaluate data related to complaints, inquiries and actions taken.
• Coordinate with internal departments and perform administrative tasks as needed.

Required profile

• Strong communication skills with a confidential and professional approach.
• Ability to work both independently and as part of a team.
• Attention to detail and consistent quality of work.
• Willingness to develop personal skills and knowledge continuously.

Required skills

• Experience using a Customer Relationship Management (CRM) system.
• Basic database handling and data entry.

What we offer

• Company pension scheme and colleague introductory scheme.
• Industry‑leading discounts on new and used cars.
• Death in service benefit.
• Discounted servicing, subsidised car purchase scheme, and employee assistance programme.
• 24/7 remote GP, medical second opinions, unlimited mental health support and physiotherapy advice.
• Savings and discounts on shopping, financial and legal support, and wellbeing assistance.