Customer Retention Advisor

Location & Hours

Manchester – Tyco Park | 🕒 Full-Time

• Competitive Salary:
  Reflecting your skills and experience
• Lucrative Bonus:
  Very achievable target based bonus scheme
• Generous Leave: 25 days annual leave (pro‑rated in hours)
• Holiday Purchase Scheme:
  Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts:
  High street brands, cycle‑to‑work scheme, and Johnson Controls product discounts
• Career Development:
  Extensive growth and advancement opportunities
• Free Onsite Parking:
  Hassle‑free commuting
• Dress Down Fridays:
  Casual attire to wrap up the week

As the Customer Loyalty Advisor you will focus on the retention of customers by valued conversations to help the customer get the best out of their systems and see value for money in the product. You will also be responsible for upgrading our customers to the latest equipment available using value‑driven conversations. Your mission is to reduce churn, enhance customer satisfaction, and drive loyalty by helping customers see the long‑term value of their home security systems.

• Deliver a retention rate of 65% a month based on saving our customers from leaving us.
• Retain customers using conversational skills so we don’t offer high discounts just to retain. Help customers see value for money in the product.
• Deliver a upgrade target every month and utilizing the skills trained to upgrade our customer to the best system available.

• Passion for customer advocacy and team development.
• High level of customer service experience.
• Strong negotiation and communication skills.
• Ability to analyze data and translate insights into actionable strategies.

• Proven experience in telesales or customer retention, ideally in home security or subscription‑based services.
• Experience with CRM systems and telesales performance tools.