Customer retention agent

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Recruitment Specialist at Kingsgate Recruitment

Job Title: Customer Retention Specialist

Location: Leatherhead, Surrey

Type: Full-Time | Permanent OFFICE BASED

Reports To: Commercial Director

Must Have: Retention/Renewals experience

Role Overview:

This role focuses on engaging with existing customers to ensure satisfaction, reduce churn, and drive renewals. You will act as a key post-sale touchpoint, understanding customer needs, addressing concerns, and offering solutions to support retention and renewal. Additionally, you will support the finance team with occasional payment-related queries, with the main goal of keeping customers happy, engaged, and loyal.

Key Responsibilities:

1. Customer Retention (Primary Focus):

• Engage proactively via phone and email to build relationships.
• Identify and address reasons for potential cancellations, offering tailored solutions.
• Deliver retention offers and product alternatives.
• Track and report retention metrics and customer feedback.
• Support onboarding and check-ins to ensure satisfaction.
• Collaborate with sales, marketing, and service teams to improve customer journeys.
• Share insights to help shape customer success strategies.

• Credit Support (Secondary/Light Support):
• Follow up on overdue invoices as part of customer engagement.
• Resolve basic account-related queries with the finance team.
• Maintain accurate notes on customer records.
• Support customer service when needed.

Key Skills & Experience:

• Minimum 3 years in retention or customer success roles.
• Excellent communication, listening, and persuasion skills.
• Relationship-building ability with professionalism under pressure.
• Highly organized, attentive to detail, able to manage multiple priorities.
• Customer-first mindset with proactive problem-solving skills.
• Familiarity with CRM and account management tools.
• Bonus: Basic understanding of invoicing or subscription services.

What We Offer:

• Competitive salary plus performance bonus.
• 20 days holiday plus bank holidays, increasing with tenure.
• Supportive team culture.
• Clear development and training opportunities.
• Company pension scheme.
• Social events and team outings.

If you're passionate about customer success and meet the criteria, please apply.

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