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- Tasks: As a Retention Specialist, you'll engage with customers to resolve issues and retain their business.
- Company: Brookson Group, part of People2.0, leads in contractor services with 30 years of expertise.
- Benefits: Enjoy a salary up to ÂŁ27,000, hybrid working, 23 days leave, and wellness perks.
- Why this job: Join a dynamic team focused on customer satisfaction and professional growth in a supportive environment.
- Qualifications: Previous retention experience and strong communication skills are essential; finance background is a plus.
- Other info: All applicants will be contacted within 3 working days, regardless of the outcome.
The predicted salary is between 21600 - 37800 ÂŁ per year.
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Brookson Group – (A People2.0 Company) provided pay range
This range is provided by Brookson Group – (A People2.0 Company). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
For the past 30 years, Brookson has been the leading choice in the UK for contractor services in the flexible work sector. We combine cutting-edge technology with deep industry expertise to deliver exceptional support across accounting, tax, finance, legal, and payroll services.
With offices in Warrington, Bournemouth, Coventry, and London, we continue to grow and innovate. Now part of People2.0—a global leader in workforce management and employment solutions—Brookson is entering an exciting new chapter, offering even more opportunities for professional development and career progression.
As part of this growth, we’re looking for a Retention Specialist to join the wider Customer Care team.
Internally, your job title would be Customer Relations Specialist.
The Role
As Retention Specialist, your role is to retain customers who express dissatisfaction with the service or an intention to use a competitive product or service. The role holder will be required to proactively contact customers or receive live calls from other areas of the business. They will be expected to patiently and empathetically, track information, and apply consultative skills regarding our services/pricing.
Key Responsibilities
- Investigate and resolve customer grievances to deliver exceptional service and reduce churn.
- Understand customer needs and reasons for leaving, acting swiftly to retain their business.
- Maintain in-depth knowledge of Brookson services to offer expert advice and support.
- Respond to feedback from monthly customer surveys, taking ownership of both positive and negative comments.
- Ensure all retention, complaints, and proactive calls are completed within SLA targets.
- Analyse customer data to identify risks and proactively reduce churn.
- Collaborate with internal teams to support customers in financial difficulty and drive service improvements.
- Manage a pipeline of leaver requests and meet retention and cost-related KPIs.
- Contribute to process improvement, documentation, and cross-functional collaboration to enhance customer care.
What We’re Looking For
Essential Experience:
- Previous retention experience (12 months minimum)
- Strong communication and listening skills
- A hands-on team player always striving for continuous improvement
- Effective complaint management
- Highly organised with the ability to manage time effectively
- Experience of working towards deadlines and working towards KPIs
- Experience of high-volume calls within a fast-paced environment
Desirable Experience:
- Previous experience in either an accountancy or finance sector
- Experience of working in a credit control function
In Return for Joining us a Retention Specialist:
Here at Brookson, we want everyone to feel valued and have a sense of belonging. That is why we offer a wide range of benefits plus an internal commitment to all colleagues around communication, engagement, and professional development. The benefits for this role include:
- Salary of up to ÂŁ27,000, depending on experience
- 5% company pension contribution after 3 months
- Hybrid working
- 23 days’ annual leave, plus bank holidays and your birthday off each year
- Free financial advice including mortgages and savings
- Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health offering
Next Steps
If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.
Regardless of the outcome of your application, all candidates will be contacted, and we aim to do this within 3 working days
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Retention Specialist employer: Brookson Group - (A People2.0 Company)
Contact Detail:
Brookson Group - (A People2.0 Company) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Specialist
✨Tip Number 1
Familiarise yourself with Brookson Group's services and values. Understanding their approach to customer care will help you tailor your conversations and demonstrate your commitment to retaining customers.
✨Tip Number 2
Practice your communication skills, especially in handling complaints. Role-playing scenarios can help you prepare for real-life situations where you'll need to empathise with customers and resolve their issues effectively.
✨Tip Number 3
Network with current or former employees of Brookson Group on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Stay updated on industry trends related to customer retention and service improvement. Being knowledgeable about best practices will not only impress your interviewers but also show that you're proactive about your professional development.
We think you need these skills to ace Retention Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in retention or customer service roles. Use keywords from the job description to demonstrate that you meet the essential criteria.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and explains why you're passionate about the Retention Specialist role. Mention specific experiences where you've successfully resolved customer grievances.
Showcase Your Skills: In your application, emphasise your strong communication and listening skills. Provide examples of how you've managed complaints effectively and contributed to team success in previous roles.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep you on their radar and show your enthusiasm for the role.
How to prepare for a job interview at Brookson Group - (A People2.0 Company)
✨Showcase Your Retention Experience
Make sure to highlight your previous retention experience during the interview. Discuss specific situations where you successfully retained customers and how you approached their concerns. This will demonstrate your capability in handling similar challenges at Brookson Group.
✨Demonstrate Empathy and Communication Skills
As a Retention Specialist, empathy is key. Prepare examples that showcase your strong communication and listening skills. Be ready to explain how you’ve effectively managed complaints and turned dissatisfied customers into loyal ones.
✨Know the Company Inside Out
Familiarise yourself with Brookson's services and recent developments. Understanding the company's offerings will allow you to provide informed advice during the interview and show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of past experiences where you had to analyse customer data or collaborate with teams to improve service. This will help you illustrate your proactive approach to reducing churn.