At a Glance
- Tasks: Manage customer accounts and guide them through the renewal process.
- Company: Join a successful and growing organisation in Gateshead.
- Benefits: Competitive salary, bonus potential, hybrid working, and up to 37 days' holiday.
- Other info: Supportive team culture with ongoing career development opportunities.
- Why this job: Build meaningful relationships and make a real impact on customer retention.
- Qualifications: Experience in customer service or account management is preferred.
Gateshead | Full-Time | Office-Based | £31,734 Basic Salary + Bonus (OTE £37,734)
About the Role
We're looking for a Customer Retention & Renewals Adviser to join a successful and growing organisation supporting customers across the UK. This is a relationship-focused role where you'll manage existing customer accounts, guide customers through the renewal process and help maximise retention. You'll build long-term relationships, manage a portfolio of renewal opportunities and ensure customers continue to gain value from the services they use. Customer retention is at the heart of this role.
You'll regularly speak with customers about upcoming renewals, discuss any concerns they may have and explore the reasons they may be considering non-renewal. We're looking for someone who can ask the right questions, confidently handle objections and identify opportunities to retain customer business where appropriate. This is not a call centre role. Instead, you'll work consultatively with customers, taking ownership of renewal conversations, building trusted relationships and delivering an excellent customer experience while achieving retention objectives. If you enjoy building relationships, having meaningful customer conversations and influencing positive outcomes, we'd love to hear from you.
What's in It for You?
- £31,734 basic salary
- Monthly performance-related bonus with realistic OTE of £37,734
- Central Gateshead location
- Up to 37 days' holiday including Bank Holidays
- Hybrid working available after qualifying service
- Company pension scheme
- Health Shield, including private dental and medical benefits
- Employee discounts and well-being platform
- Regular company events and social activities
- Modern office environment with excellent transport links
- Full product and systems training
- Ongoing career development opportunities
- Supportive and collaborative team culture
Working Hours & Holidays
- Monday to Friday, 8:30am to 4:30pm
- No weekend working
- 37 days' holiday, including Bank Holidays
- Five days' annual leave allocated to the company's well-being shutdown during August
- Additional company shutdown period over Christmas
- Reduced working hours of 9:30am to 3:00pm throughout August
- Most annual leave is taken during school holidays and half terms
- Up to two day's annual leave per school term can typically be taken
Key Responsibilities
- Manage a portfolio of customer renewal opportunities
- Guide customers through the renewal process
- Build and maintain strong customer relationships
- Re-engage previous customers and improve retention
- Contact customers by telephone and email regarding renewals
- Understand customer needs and recommend suitable solutions
- Prepare quotations and pricing proposals
- Discuss renewal options and confidently handle objections
- Work towards retention, renewal and performance targets
- Provide customer support, advice and guidance
- Maintain accurate CRM records
- Report on pipeline and renewal activity
- Work collaboratively with colleagues to deliver an excellent customer experience
About You
We're looking for a professional, confident and customer-focused individual who enjoys building relationships and having meaningful conversations with customers.
Skills & Experience
- Experience in customer retention, renewals, customer success, account management or a similar customer-focused role
- Strong communication, customer service and relationship-building skills
- Confidence discussing pricing, renewals and customer needs
- Commercially aware with the ability to influence positive customer outcomes
- Comfortable handling objections and speaking with customers who may be considering leaving
- Strong organisational skills, attention to detail and CRM experience
- Ability to manage multiple priorities and work towards targets
- Experience using Microsoft Dynamics or a similar CRM system would be advantageous
- Experience within education, public sector, technology, software or other service-led organisations would be beneficial
Apply Now
If you have experience in customer retention, renewals, customer success, account management or consultative sales, we'd love to hear from you.
Please note that an Enhanced DBS check is required for the successful candidate and will be funded by the company.
Due to the high volume of applications received, we are unable to provide individual feedback to all applicants. If you require any reasonable adjustments during the recruitment process, please let us know.
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Customer Retention & Renewals Adviser in Gateshead employer: Office Angels
As a School Receptionist in Stevenage, you will be part of a vibrant educational community that prioritises a positive learning environment for students. Our commitment to employee growth is reflected in our supportive work culture, where your contributions are valued and recognised, and opportunities for professional development are readily available. Join us to make a meaningful impact while enjoying a competitive hourly rate and a fulfilling role within a dedicated team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention & Renewals Adviser in Gateshead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Office Angels. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Office Angels before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Retention & Renewals Adviser in Gateshead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Office Angels:Your cover letter is your chance to shine! Tell us why you want to work at Office Angels specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Office Angels!
How to prepare for a job interview at Office Angels
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
