Job title: Senior Customer Service and Retention Officer
Location: Hybrid (3 days office-based, 2 days remote) Birmingham
Contract: Permanent, full-time
Start date: March - April 2026
Salary: £26,000-£26,500
The role
On behalf of our client, we are recruiting a Senior Customer Service and Retention Officer to play a pivotal role in delivering exceptional customer experiences while driving retention and continuous improvement. This is a hands-on, senior operational role combining frontline customer support with coaching, process ownership, and retention strategy. You will work closely with the Customer Service Lead to ensure smooth day-to-day operations, strong team performance, and a consistently high standard of service.
Key Requirements
Remain operationally active, handling customer calls, emails and live chats
Achieve individual KPIs and retention targets while supporting overall team performance
Act as the first point of contact for day-to-day operational queries within the team
Play a key role in driving retention initiatives and improving customer behaviours
Provide coaching and support to help the team consistently meet retention targets
Maintain and update process guides, macros and training documentation
Manage discount codes, including set-up, governance and expiry
Analyse customer, product and competitor feedback to identify trends and insights
Support onboarding, training and knowledge-sharing across the Customer Service team
Handle escalated complaints and support resolution to achieve positive outcomesCandidate Criteria
Proven experience in a customer-focused role
Previous experience in a senior or supervisory customer service position
Proven retention experience
Strong written and spoken English with a confident telephone manner
Excellent organisational skills with the ability to prioritise a varied workload
Experience working in a fast-paced, high-volume environment
Strong complaint handling skills with a focus on resolution and customer satisfaction
Analytical mindset with the ability to turn feedback into actionable improvements
Confident using Microsoft Office and/or Google Workspace
Proactive, self-motivated and collaborative approach to work
Please apply for more information
GleeMD
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