Customer Retention Advisor

Customer Retention Advisor

Salary: £24,000–£26,000 per year

Holiday: 27 days, plus bank holidays

Contract: Full-time, permanent

Location: Farnborough, Hampshire (Office-based)

Hours: Monday–Friday, 8:00am–4:00pm or 9:00am–5:00pm

Proud Winners of the 2024 Education Business Award – Educational Resource (Primary)

iRock is Growing – Be Part of Something Big!

We are looking for a proactive and confident Customer Retention Advisor to join our Customer Experience team. This role involves making outbound calls to parents who have requested to cancel or are at risk of leaving, with the aim of understanding concerns, resolving issues, and retaining customers wherever appropriate.

You will use strong communication and influencing skills to present solutions, highlight the value of iRock, and encourage families to continue, while always maintaining a genuine and empathetic approach.

What you’ll be doing as a Customer Retention Advisor:

• Make outbound calls to customers who have requested to cancel or expressed dissatisfaction
• Confidently discuss concerns and present retention options or alternative solutions
• Clearly communicate the value and benefits of iRock
• Use customer focused conversations to support retention outcome
• Accurately record call outcomes, feedback, and actions on internal system
• Work closely with different departments to resolve issues impacting customer experience
• Identify patterns and insights to help improve customer experience and retention
• Work towards individual and team retention targets while maintaining high service standard

What you will bring to the role:

• Comfortable and confident making outbound calls
• Strong communication skills
• A positive, resilient attitude with a solution led mindset
• Able to handle complaints professionally and empathetically
• Well‑organised with good attention to detail
• Previous experience in customer retention, sales, or call‑based roles is desirable
• An interest in music or education is beneficial, but not essential

Benefits

• Competitive salary
• 27 days holiday + bank holidays
• Enhanced sickness, maternity and paternity pay
• Virtual GP Access and wellbeing support
• A supportive, fun, and high‑energy workplace
• Career development and progression opportunities in a fast‑growing company
• Bonus and pension schemes
• Our legendary all‑expenses‑paid summer conference
• Employee referral bonus

Recruitment Statement

This role requires the applicant to be a UK national or be resident in the UK with a right to work visa already in place. iRock embraces diversity and equal opportunity. This advert is not intended to discriminate on the grounds of a person\’s gender, marital status, race, religion, age, disability, or sexual orientation. We are committed to fair treatment; therefore, every candidate will be assessed only in accordance with their merits, qualifications, and ability to perform the duties of the job.

We are committed to safeguarding and promoting the welfare of children. Due to the nature of the position, any offer of employment for this role will be subject to a satisfactory Enhanced DBS and other vetting checks and is exempt from the Rehabilitation of Offenders Act 1974. It is an offence to apply for this role if you are barred from working in a regulated activity. Ex‑offenders with spent conviction will be considered on an individual basis and the nature of their offence will be taken into account in the recruitment decision.

Throughout the recruitment process, iRock collects and processes a range of personal data relating to job applicants. We are transparent about how this data is collected, used, and stored and are committed to compliance with data protection obligations.

For more details on our recruitment policies, visit iRock Recruitment Policy