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- Tasks: Engage with customers to ensure satisfaction and drive loyalty.
- Company: Join a dynamic team focused on customer success in Leatherhead.
- Benefits: Enjoy a competitive salary, bonuses, and 20+ days holiday.
- Other info: Opportunity for growth with training and regular team outings.
- Why this job: Make a real impact by building relationships and enhancing customer experiences.
- Qualifications: 3+ years in retention or customer success; strong communication skills required.
The predicted salary is between 28000 - 32000 £ per year.
Location: Leatherhead, Surrey
Type: Full-Time | Permanent OFFICE BASED
Salary: £28,000 – £32,000 + comms - OTE £32k - 36k
Reports To: Commercial Director
MUST HAVE RETENTION/RENEWALS EXPERIENCE
My client is seeking a Customer Retention Specialist to strengthen our relationships with existing clients, reduce churn, and drive renewal success.
Role Overview
This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You’ll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal. You’ll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back.
Key Responsibilities
- Customer Retention (Primary Focus)
- Proactively engage with customers via phone and email to build strong relationships.
- Identify and address reasons for potential cancellations—offering tailored solutions.
- Deliver compelling retention offers and product alternatives to meet evolving needs.
- Track and report retention metrics, customer feedback, and renewal trends.
- Support onboarding and check-in processes to ensure long-term customer satisfaction.
- Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies.
- Help shape our customer success approach by sharing insights from your conversations.
- Assist with occasional follow-up on overdue invoices as part of customer engagement.
- Help resolve basic account-related queries in collaboration with the finance team.
- Ensure accurate notes are maintained on customer records related to billing or retention status.
- Support customer service when necessary.
Key Skills & Experience
- Minimum 3 years in a retention or customer success role.
- A confident communicator with excellent listening and persuasive skills.
- Natural relationship builder who can stay calm and professional under pressure.
- Highly organised with strong attention to detail and ability to manage multiple priorities.
- Customer-first mindset with a proactive, problem-solving approach.
- Familiarity with CRM and account management tools.
- Bonus: basic understanding of invoicing or subscription-based services.
What We Offer
- Competitive salary + performance-based bonus
- 20 days holiday + bank holidays (increasing to 25 days with tenure)
- A friendly, dynamic, and supportive team culture
- Clear development path with training to boost salary and responsibility
- Company pension scheme
- Regular social events and team outings
If you’re passionate about people, persuasive in conversation, and driven by customer success, and fit the criteria and location please apply.
Customer retention agent employer: Kingsgate Recruitment
Contact Detail:
Kingsgate Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer retention agent
✨Tip Number 1
Familiarise yourself with the company's products and services. Understanding what you’re retaining customers for will help you engage more effectively and tailor your conversations to their specific needs.
✨Tip Number 2
Brush up on your communication skills. As a Customer Retention Specialist, you'll need to be persuasive and empathetic. Practising active listening can help you better understand customer concerns and respond appropriately.
✨Tip Number 3
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interactions with the hiring team.
✨Tip Number 4
Prepare examples of how you've successfully retained customers in the past. Being able to share specific instances where you've made a difference will demonstrate your capability and experience in this role.
We think you need these skills to ace Customer retention agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer retention or renewals. Use specific examples that demonstrate your ability to build relationships and resolve customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with the role. Mention your proactive approach and any relevant metrics from previous roles that showcase your impact on customer retention.
Showcase Relevant Skills: Emphasise your communication, organisational, and problem-solving skills in your application. Provide examples of how you've successfully managed customer relationships and addressed concerns in past positions.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This shows initiative and reinforces your enthusiasm for the role.
How to prepare for a job interview at Kingsgate Recruitment
✨Showcase Your Retention Experience
Make sure to highlight your previous experience in customer retention or renewals. Be prepared to discuss specific strategies you've used to reduce churn and improve customer satisfaction.
✨Demonstrate Your Communication Skills
As a Customer Retention Specialist, strong communication is key. Practice articulating your thoughts clearly and confidently, and be ready to provide examples of how you've effectively engaged with customers in the past.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle potential cancellations or customer complaints. Think through some scenarios in advance and prepare tailored solutions that demonstrate your proactive approach.
✨Familiarise Yourself with CRM Tools
Since familiarity with CRM and account management tools is important, do some research on common platforms used in the industry. Being able to discuss your experience with these tools can set you apart from other candidates.