Retention Account Manager - Rated People in London

ABOUT RATED PEOPLE

At Rated People, we are proud to be the UK's leading online marketplace connecting homeowners with skilled local tradespeople. With more than 10,000 tradespeople across the country covering 200+ trades, we make it easy for homeowners to find trusted professionals and for tradespeople to grow their reputation and business. We've been doing this for almost 20 years, and 95% of work booked through our platform is rated 4 stars or higher. We're all about building trust, streamlining the process, and helping both sides get the job done right.

OUR VALUES

• Energy — We bring passion, drive and positivity
• Engagement — We take ownership, we trust one another
• Execution — We make it happen
• Edge — We have courage and are decisive

THE ROLE

This is a phone-first role. As a Rated People Retention Account Manager, you'll spend the vast majority of your day on calls with tradespeople, and your success depends on it. Your job is to keep tradespeople engaged on the platform, and the way you do that is by being in touch with them all the time: picking up the phone proactively, every single day. If you love being on the phone and get energy from conversations, you'll thrive here.

What you'll do

• Make high volumes of outbound calls daily. Proactive outreach is the core of this job, not an occasional task. You'll work through cases/call-lists every day with pace and persistence.
• Win back cancelled accounts. Call tradespeople who have already cancelled, understand why they left, and bring them back to the platform. Cancellation saving is your number one priority — and the result you'll be measured on.
• Save at-risk accounts on the phone. Get the tradesperson on a call to understand what's wrong and turn it around before they cancel.
• Build relationships by voice. Be the person tradespeople trust because you call them: to solve problems, and help them get more from the platform.
• Drive engagement through conversation. Promote platform features and marketplace updates. Handle objections and get commitment on the spot.
• Handle inbound calls and queries efficiently, delivering a consistently high-quality experience.
• Use engagement metrics to prioritise. The data tells you who to call; you make the calls.
• Feedback what you hear. You'll speak to more tradespeople than most people in the business. Be their voice internally and push for product and service improvements.

How you're measured

• Your KPIs are about calls: daily call activity and talk-time. High, consistent phone activity is non-negotiable.
• Your target is about saves: the number of cancelled accounts you return to the platform. Call volume gets you there; cancellation saves are what count.

What success looks like

• You hit daily call activity and talk-time targets, consistently.
• You hit your cancellation-save target — tradespeople who had already cancelled come back because you called.
• Tradespeople hear from you all the time. Regular, constant contact is the job, and you never let it slip.
• Tradespeople stay engaged and on the platform because of the conversations you have with them.

Who you are

• You genuinely enjoy phone work and have the stamina for high-volume calling, day after day.
• You're resilient. Unanswered calls and tough conversations don't slow you down — including calls to people who have already decided to leave.
• You can turn a "no" around: you listen, handle objections, and persuade.
• You bring energy to your 40th call of the day like it's your first.
• You're organised enough to work a large call list systematically.
• Experience in telesales, retention/win-back, telephone account management, or another phone-heavy role is a strong plus.

WHAT WE OFFER

• 25 days' holiday (plus one day for every year of service, capped at 30 days)
• Strong and inclusive company culture we all shape and take ownership and pride in, including companywide events, surprise and delights, roundtables and culture clubs
• Private medical insurance (including mental health and virtual GP)
• Enhanced parental leave
• Cycle to work scheme
• Life assurance
• Travel loans

Ready to Make an Impact? Come join a team that's passionate, supportive, and driven by purpose — and help shape experiences that truly make a difference.