Customer Retention & Renewals Adviser
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 and
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.
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