Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Engage with customers to build relationships and ensure satisfaction.
- Company: Join a dynamic team focused on customer retention in Leatherhead.
- Benefits: Enjoy competitive salary, bonuses, 20-25 days holiday, and a supportive culture.
- Why this job: Make a real impact by enhancing customer loyalty and satisfaction.
- Qualifications: 3+ years in retention or customer success; excellent communication skills required.
- Other info: Opportunity for career growth with training and regular team outings.
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
Practice your communication skills, especially in handling objections. Role-playing scenarios with a friend can help you become more confident in addressing customer concerns and presenting retention offers.
✨Tip Number 3
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare examples from your past experience that demonstrate your success in customer retention. Be ready to discuss specific strategies you used to reduce churn and improve customer satisfaction.
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 detail 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 examples of how you've successfully engaged customers and reduced churn in past roles.
✨Demonstrate Your Communication Skills
As a Customer Retention Specialist, strong communication is key. Practice articulating your thoughts clearly and confidently, and be ready to showcase your listening skills during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential customer issues you might face and how you would address them, offering tailored solutions to keep customers satisfied.
✨Research the Company and Its Customers
Familiarise yourself with the company’s products and services, as well as its customer base. Understanding their needs and pain points will help you demonstrate your proactive approach to customer success during the interview.
