Customer Retention Specialist

The Customer Retention Specialist is responsible for engaging with customers who may be considering leaving, settling their agreement early, or experiencing financial difficulty. The role focuses on understanding each customer's individual circumstances and delivering tailored solutions that support the best possible customer outcome, including refinancing options, agreement restructuring, and long-term affordability support. By helping customers find suitable and sustainable solutions, the role aims to retain customers within their motor finance journey while supporting the commercial objectives of the business.

This role requires a balance of customer focus, commercial awareness, empathy, and strong negotiation skills to achieve fair and positive outcomes for both the customer and the business, while promoting responsible and sustainable lending.

Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

Please note the closing date for this role will be, end of day, 16th June 2026

Responsibilities will include:

• Proactively connect with customers who:
  
  Are considering early settlement, Voluntary Termination or refinancing externally
  
  Are approaching the end of their PCP agreement and considering handing the vehicle back

• Understand customer circumstances through effective questioning and active listening

• Offer appropriate retention and refinance solutions, such as:
  
  Internal refinancing options to retain the customer within the business
  
  Payment plans or restructuring options through Financial Support Contract extensions or term adjustments - reschedules Connecting customers to our preferred partners to facilitate a new vehicle contract

• Promote responsible refinancing by ensuring solutions are affordable and suitable for the customer's circumstances

• Negotiate outcomes that minimise attrition, prevent vehicle loss, and reduce financial risk

• Support customers through the refinance journey, including explanation of terms, affordability checks, and documentation

• Ensure all customer interactions are handled in line with FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) principles

• Accurately document all interactions, decisions, and agreements in internal systems

• Work towards individual and team KPIs including retention and refinance conversion

• Identify trends in customer behaviour and provide feedback to improve retention and refinance strategies

• Collaborate with underwriting, collections, and customer service teams to deliver joined-up solutions

• Adhering to our commitment to Consumer Duty ensuring we put our customers' needs first and set higher and clearer standards of consumer protection

What we're looking for:

• Maintains accurate records and follows up customer actions within agreed time frames

• Manages multiple customer cases and priorities while maintaining a high standard of service.

• Takes a proactive approach to managing their customer leads and ensuring opportunities are not missed.

• Uses feedback, Peer, manager or customer to identify what is working well and where improvements can be made.

• Provides constructive feedback on processes, procedures, and customer journeys to support continuous improvement.

• Supports the development of new ways of working by sharing ideas and practical solutions based on customer experience as part of a small team

• Identifies trends in customer behaviour and shares insights to help improve retention and refinance strategies.

• Contributes to the successful development of the retention function through collaboration and knowledge sharing.

• Recognises opportunities to improve customer journeys and reduce poor customer outcomes

• Demonstrates initiative in identifying issues and suggesting practical day to day solutions to improve team performance.

We have a range of benefits available which include:

• Competitive salary of £28k - £30k dependent on experience

• 25 days holiday per annum, plus bank holidays

• Annual bonus based on personal and company performance

• Private medical cover

• £500 flexible benefit allowance

• Generous pension contributions

• Employe…