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- Tasks: Help retain customers by resolving issues and providing exceptional service.
- Company: Join Brookson Group, a leader in contractor services with a collaborative culture.
- Benefits: Competitive salary, pension contributions, generous leave, and wellbeing perks.
- Why this job: Make a real difference by helping customers feel valued and supported.
- Qualifications: Previous retention experience and strong communication skills required.
- Other info: Dynamic team environment with opportunities for professional growth.
The predicted salary is between 15600 - 36400 £ per year.
Overview
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: Direct message the job poster from Brookson Group – (A People2.0 Company).
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 Retentions Advisor to join the wider Customer Care team.
The Role
As Retentions Advisor, 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
- 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
- Previous experience in either an accountancy or finance sector
- Experience of working in a credit control function
In Return for Joining us as a Customer Relations 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 £26,000, depending on experience
- 5% company pension contribution after 3 months
- 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.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Customer Service
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Retentions Advisor 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 Retentions Advisor
✨Tip Number 1
Get to know the company inside out! Familiarise yourself with Brookson's services and values. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your listening skills! As a Retentions Advisor, you'll need to understand customer concerns deeply. Try role-playing with a friend or family member to sharpen your ability to empathise and respond effectively.
✨Tip Number 3
Don’t just wait for the phone to ring! Be proactive and reach out to potential employers through our website. A friendly message can go a long way in making a memorable first impression.
✨Tip Number 4
Showcase your problem-solving skills! Think of examples from your past experience where you turned a dissatisfied customer into a happy one. This will demonstrate your ability to handle challenges head-on.
We think you need these skills to ace Retentions Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Retentions Advisor role. Highlight your previous retention experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate your listening and speaking abilities. Share examples of how you've effectively managed complaints or retained customers in the past.
Be Organised: We love a well-structured application! Make sure your CV is easy to read and organised. Use bullet points to list your achievements and responsibilities, so we can quickly see how you fit the bill.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Brookson!
How to prepare for a job interview at Brookson Group - (A People2.0 Company)
✨Know Your Stuff
Make sure you have a solid understanding of Brookson's services and the flexible work sector. Brush up on their offerings and think about how they compare to competitors. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Empathy
As a Retentions Advisor, you'll need to demonstrate strong communication and listening skills. Prepare examples from your past experience where you've successfully resolved customer complaints or retained clients. Highlight your ability to empathise with customers and understand their needs.
✨Be Data Savvy
Familiarise yourself with how to analyse customer data and identify risks. Think of instances where you've used data to improve customer retention or service delivery. Being able to discuss this knowledge will set you apart as a candidate who can contribute to process improvements.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to simulate customer interactions. Practice handling difficult conversations and retaining customers who are considering leaving. This will not only showcase your skills but also demonstrate your proactive approach to problem-solving.
