Senior Customer Service and Retention Officer

Job title: Senior Customer Service and Retention Officer
Location: Hybrid (3 days office-based, 2 days remote) Birmingham
Contract: Permanent, full-time
Start date: March - April 2026
Salary: 26,000- 26,500

The role

On behalf of our client, we are recruiting a Senior Customer Service and Retention Officer to play a pivotal role in delivering exceptional customer experiences while driving retention and continuous improvement. This is a hands-on, senior operational role combining frontline customer support with coaching, process ownership, and retention strategy. You will work closely with the Customer Service Lead to ensure smooth day-to-day operations, strong team performance, and a consistently high standard of service.

Key Requirements

• Remain operationally active, handling customer calls, emails and live chats
• Achieve individual KPIs and retention targets while supporting overall team performance
• Act as the first point of contact for day-to-day operational queries within the team
• Play a key role in driving retention initiatives and improving customer behaviours
• Provide coaching and support to help the team consistently meet retention targets
• Maintain and update process guides, macros and training documentation
• Manage discount codes, including set-up, governance and expiry
• Analyse customer, product and competitor feedback to identify trends and insights
• Support onboarding, training and knowledge-sharing across the Customer Service team
• Handle escalated complaints and support resolution to achieve positive outcomes

Candidate Criteria

• Proven experience in a customer-focused role
• Previous experience in a senior or supervisory customer service position
• Proven retention experience
• Strong written and spoken English with a confident telephone manner
• Excellent organisational skills with the ability to prioritise a varied workload
• Experience working in a fast-paced, high-volume environment
• Strong complaint handling skills with a focus on resolution and customer satisfaction
• Analytical mindset with the ability to turn feedback into actionable improvements
• Confident using Microsoft Office and/or Google Workspace
• Proactive, self-motivated and collaborative approach to work

Please apply for more information

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