Customer Retention & Adviser

Position: Customer Retention & Renewals Adviser
Customer Retention & Renewals Adviser

Gateshead | Full-Time | Office-Based | £31,734 Basic Salary + Bonus (OTE £37,734)

About the Role

We're looking for a Customer Retention & Renewals Adviser to join a successful and growing organisation supporting customers across the UK.

This is a relationship-focused role where you'll manage existing customer accounts, guide customers through the renewal process and help maximise retention. You'll build long-term relationships, manage a portfolio of renewal opportunities and ensure customers continue to gain value from the services they use.

Customer retention is at the heart of this role.

You'll regularly speak with customers about upcoming renewals, discuss any concerns they may have and explore the reasons they may be considering non-renewal. We're looking for someone who can ask the right questions, confidently handle objections and identify opportunities to retain customer business where appropriate.

This is not a call centre role. Instead, you'll work consultatively with customers, taking ownership of renewal conversations, building trusted relationships and delivering an excellent customer experience while achieving retention objectives.

If you enjoy building relationships, having meaningful customer conversations and influencing positive outcomes, we'd love to hear from you.

What's in It for You?

£31,734 basic salary
Monthly performance-related bonus with realistic OTE of £37,734
Central Gateshead location
Up to 37 days' holiday including Bank Holidays
Hybrid working available after qualifying service
Company pension scheme
Health Shield, including private dental and medical benefits
Employee discounts and well-being platform
Regular company events and social activities
Modern office environment with excellent transport links
Full product and systems training
Ongoing career development opportunities
Supportive and collaborative team culture

Working Hours & Holidays

Monday to Friday, 8:30am to 4:30pm
No weekend working
37 days' holiday, including Bank Holidays
Five days' annual leave allocated to the company's well-being shutdown during August
Additional company shutdown period over Christmas
Reduced working hours of 9:30am to 3:00pm throughout August
Most annual leave is taken during school holidays and half terms
Up to two day's annual leave per school term can typically be taken

Key Responsibilities

Manage a portfolio of customer renewal opportunities
Guide customers through the renewal process
Build and maintain strong customer relationships
Re-engage previous customers and improve retention
Contact customers by telephone and email regarding renewals
Understand customer needs and recommend suitable solutions
Prepare quotations and pricing proposals
Discuss renewal options and confidently handle objections
Work towards retention, renewal and performance targets
Provide customer support, advice and guidance
Maintain accurate CRM records
Report on pipeline and renewal activity
Work collaboratively with colleagues to deliver an excellent customer experience

About You

We're looking for a professional, confident and customer-focused individual who enjoys building relationships and having meaningful conversations with customers.

Skills & Experience

Experience in customer retention, renewals, customer success, account management or a similar customer-focused role
Strong communication, customer service and relationship-building skills
Confidence discussing pricing, renewals and customer needs
Commercially aware with the ability to influence positive customer outcomes
Comfortable handling objections and speaking with customers who may be considering leaving
Strong organisational skills, attention to detail and CRM experience
Ability to manage multiple priorities and work towards targets
Experienc…