Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
About the role
- Customer Loyalty Executive focusing on customer retention and satisfaction at Focus Group. Proactively managing at-risk accounts and improving service experiences in Birmingham office.
Responsibilities
- Contacting customers who've submitted leaving notifications or are showing churn risk
- Running retention conversations to understand what's going wrong and how to fix it
- Conducting relationship reviews when service isn't meeting expectations
- Creating service improvement plans and introducing solutions that address their needs
- Coordinating with internal teams to resolve issues and complaints
- Managing high-value account knowledge and contract renewal triggers
- Cross-selling value-add services where they genuinely improve customer experience
- Identifying patterns in customer journeys where intervention prevents churn
Requirements
- Proven customer service experience, ideally handling complaints or escalations
- Excellent phone manner and ability to de-escalate situations
- Experience working under pressure and multitasking
- Strong organizational skills with attention to detail
- Passion for turning negative situations into positive outcomes
- Experience in retention, loyalty, or account recovery roles (Desirable)
- B2B background, ideally in technology, telecoms, or IT services (Desirable)
- CRM system experience (Desirable)
- Track record of successfully retaining at-risk customers (Desirable)
Benefits
- 22 Days Annual Leave + Bank Holidays. Incremental increase with length of service
- Holiday Trading Windows - buy & sell up to five days holiday
- Birthday Leave
- Volunteering Days
- Focus Xchange - Retailer discounts and peer-nominated reward scheme
- Employee Assistant Program - Free mental health support
- Interest-Free Travel Loan
- Hybrid Working Policy - Post Probation
- Regular Company Social Events
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Insight and Retention Manager turning customer data into strategic marketing insights. Analyzing behaviors to enhance retention and drive commercial activation strategies.
Tele Sales & Retention Specialist responsible for retaining clients and negotiating solutions. Handling cancellations and enhancing customer satisfaction through problem - solving.
Working Student focusing on customer loyalty program development. Analyzing existing measures and creating new loyalty concepts at TEDOM's energy service division.
Renewal Specialist optimizing Managed Print Services contracts and collaborating with sales and delivery teams. Managing renewal processes and ensuring client satisfaction with service deliverables.
Retention Manager leading operations for the renewals team in ensuring client retention. Focusing on coaching and development while supporting strategic business objectives in Montreal.
Product Owner driving customer retention strategies and user engagement at journaway, a travel tech platform. Managing agile teams and overseeing mobile app development.
Foster Program Recruitment and Retention Specialist developing marketing plans and conducting evaluations for foster care in Las Vegas. Collaborating with foster families and conducting training sessions in a supportive environment.
Customer Retention Manager handling B2C customers, guiding them through subscription renewals and options. Ensuring an excellent customer experience with personalized support and mobility solutions.
Insight Activation Manager responsible for translating customer data into actionable marketing strategies. Drive customer retention through analysis and collaboration within teams in the United Kingdom.