At a Glance
- Tasks: Lead a team to enhance customer retention and handle cancellations professionally.
- Company: A growing FCA regulated business with a focus on customer satisfaction.
- Benefits: Excellent benefits, career progression, and a supportive work environment.
- Other info: Join a dynamic team committed to compliance and customer care.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in retention/customer save roles and strong leadership abilities.
The predicted salary is between 35000 - 45000 £ per year.
I am working with a growing, FCA regulated business who are looking for an experienced Retentions Manager. The role will involve leading and developing a retentions team focused on customer persistency, handling cancellations/objections and ensuring customers receive fair and compliant outcomes throughout their journey.
Key Responsibilities:
- Managing and coaching a high-performing team
- Developing effective retention strategies
- Handling escalated customer cases sensitively and professionally
- Monitoring retention performance, complaints and quality metrics
- Working closely with Compliance and QA teams to maintain FCA standards
- Using customer data and feedback to drive improvements
The ideal candidate will have previous experience within retention/customer save functions, strong leadership skills and a solid understanding of FCA regulations and Consumer Duty. Excellent benefits, progression opportunities and a supportive working environment on offer.
Retention Specialist in Southampton employer: The ONE Group Ltd
Join a dynamic and FCA regulated business that prioritises employee growth and development, offering excellent benefits and a supportive work culture. As a Retention Specialist, you will lead a high-performing team in a role that not only focuses on customer satisfaction but also fosters your professional advancement in a collaborative environment. With a commitment to compliance and quality, this company provides a unique opportunity to make a meaningful impact while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Specialist in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Retention Specialist role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common retention scenarios. Think about how you'd handle customer objections or escalated cases. We want you to shine when it comes to demonstrating your leadership skills and understanding of FCA regulations!
✨Tip Number 3
Showcase your achievements! When chatting with potential employers, highlight specific examples of how you've improved retention rates or led a team to success. Numbers speak volumes, so don’t be shy about sharing your wins.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications that way!
We think you need these skills to ace Retention Specialist in Southampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in retention and customer service. We want to see how you've handled cancellations and objections in the past, so don’t hold back on those examples!
Showcase Leadership Skills:Since this role involves managing a team, it’s crucial to demonstrate your leadership abilities. Share specific instances where you’ve coached or developed a team, and how that led to improved performance.
Understand FCA Regulations:Familiarise yourself with FCA regulations and Consumer Duty. We’re looking for someone who can ensure compliance while delivering excellent customer outcomes, so mentioning your knowledge here will definitely give you an edge.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at The ONE Group Ltd
✨Know Your FCA Regulations
Make sure you brush up on FCA regulations and Consumer Duty before the interview. Being able to discuss how these regulations impact retention strategies will show that you understand the industry and can lead your team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed and coached a team in the past. Highlight specific situations where your leadership made a difference in retention rates or customer satisfaction, as this will resonate with what they’re looking for.
✨Be Ready for Role-Play Scenarios
Expect to handle some role-play scenarios during the interview, especially around handling escalated customer cases. Practise responding to objections and cancellations sensitively and professionally, as this is key to the role.
✨Use Data to Drive Your Points
Come prepared with data or examples from your previous roles that demonstrate how you’ve used customer feedback to improve retention strategies. This will show that you’re results-driven and understand the importance of metrics in this position.
