Retention Specialist in Leeds

Base pay range

Salary: up to £30k basis + performance-based bonus OTE £50k

Role Summary

Smile White is looking for a driven and people-focused Retentions Specialist to join our growing Operations team. This role is critical in protecting revenue, improving the post-sale experience, and ensuring customers feel supported and valued throughout their Smile White journey.

The Retentions Specialist will take a hands‑on, resolution-focused approach – working to get to the root of customer concerns quickly, thoroughly, and empathetically. The goal is to turn at‑risk patients into long-term success stories and minimise the need for refunds through proactive, personalised support.

You will thrive in a fast-paced, target-driven environment, using communication skills, data insights, and service follow-through to provide world-class care and commercially sound outcomes.

Key Responsibilities

• Engage with customers across the U.K. at risk of cancellation via phone, email, and CRM to understand issues and provide solutions.
• Investigate the root cause of each complaint or cancellation request, collaborating with internal teams to ensure full resolution.
• Prevent refunds and drop-offs through confident objection handling, empathy, and structured follow-up.
• Use HubSpot CRM to document conversations, actions taken, and outcomes.
• Contribute ideas and feedback to improve customer journey and retention strategies.
• Deliver consistent updates and reporting on performance metrics, trends, and escalations.
• Maintain Smile White’s standard of customer-first communication and care at every stage.

Key Requirements

Experience

• 2+ years in a retention, patient care, complaints resolution, or customer success role.
• Background in dental, health, or high-value service environments is preferred.
• Experience using CRM platforms, ideally HubSpot.

Skills & Attributes

• Thrives on finding the real issue behind customer concerns – persistent, thoughtful, and outcome-focused.
• Strong communicator who remains calm, clear, and empathetic in difficult conversations.
• Tenacious approach to resolving problems fully to avoid refund outcomes wherever possible.
• Commercially aware – understands how retention ties into business performance.
• Highly organised, able to juggle multiple cases with structure and professionalism.
• A natural relationship builder who can instil confidence and trust quickly.

What Success Looks Like

• Decreased refund requests and churn.
• High rates of “save” outcomes and customer re‑engagement.
• Complete, accurate CRM records and retention reports.
• Patient satisfaction paired with strong commercial results.
• A visible impact on revenue protection and brand reputation.

Why Join Smile White?

• Be part of a growing brand that’s transforming the dental experience.
• Work in a values‑led, fast-moving team that rewards ownership and initiative.
• Help build a gold-standard retention experience for every Smile White customer.
• Real opportunities for progression and influence within the Operations team.

Seniority Level

Associate

Employment Type

Full-time

Job Function

Sales and Customer Service

Industries

Hospitals and Health Care, Consumer Services

Location

Leeds, England, United Kingdom