Customer Retention & Experience Specialist

Love building relationships, solving problems and turning great customer service into long-term loyalty? This could be the opportunity for you.

Global Highland is recruiting a Customer Retention & Experience Specialist on behalf of a confidential client operating in the connectivity sector. This is a fantastic opportunity for a customer-focused professional who enjoys helping people, finding solutions and making a real difference to the customer experience.

You'll take ownership of a portfolio of customers, building trusted relationships from installation through to contract renewal and beyond. By understanding each customer's needs, resolving concerns and identifying opportunities to add value, you'll play a key role in improving satisfaction, strengthening loyalty and supporting business growth.

This role combines customer care, account management and consultative sales, making it ideal for someone who enjoys a varied position where great service and commercial success go hand in hand.

• Building lasting customer relationships
• Manage a portfolio of customers throughout their journey, from post-installation check-ins to renewals and ongoing retention.
• Conduct service reviews and renewal conversations to ensure customers are getting the most from their service.
• Proactively identify opportunities to improve customer satisfaction and strengthen loyalty.
• Handle cancellation and retention conversations confidently, finding solutions that work for both the customer and the business.
• Recommend suitable packages, upgrades and alternatives based on individual needs.
• Delivering an outstanding customer experience
• Provide friendly, professional and solutions-focused support across every interaction.
• Take ownership of customer queries and issues, working with colleagues to achieve timely resolutions.
• Recognise early signs of dissatisfaction and act before they develop into complaints or cancellations.
• Help customers understand their services, pricing, contract terms and available support.
• Growing accounts and creating advocates
• Identify opportunities for upgrades and additional services that genuinely benefit customers.
• Encourage referrals through customer recommendation programmes.
• Support the generation of positive customer reviews and recommendations following great experiences.
• Build long-term account value through proactive engagement and relationship management.
• Maintaining high standards
• Keep customer records and interaction notes accurate and up to date.
• Record retention, renewal, referral and upgrade activity within internal systems.
• Follow relevant company procedures, compliance requirements and quality standards.
• Approach every interaction with professionalism, integrity and attention to detail.

• You’ll be a natural relationship builder who enjoys understanding customer needs, overcoming challenges and finding positive outcomes. You’ll combine empathy and excellent communication with the confidence to influence decisions and recognise commercial opportunities.
• You’ll ideally bring:
• Experience in customer service, customer retention, sales, account management or customer experience.
• Strong communication and relationship-building skills.
• Confidence handling objections, concerns and potentially difficult conversations.
• A consultative approach to influencing decisions and achieving positive outcomes.
• Excellent organisation, administration and attention to detail.
• A proactive, customer-first mindset and the ability to work towards individual and team targets.
• Resilience, sound judgement and a professional approach.
• Experience in broadband, telecommunications, subscription services or contract renewals would be an advantage, as would familiarity with CRM systems, referral programmes…