Job Description

Job Opportunity: Retentions and Cancellations Specialist

Location

Location: Team Valley, Gateshead

Employment Type: Full-Time

Department: Retentions

Key Responsibilities

- Handle inbound and outbound calls, emails, and tickets related to cancellations and

retention efforts.

- Identify reasons for cancellation and offer appropriate solutions to retain customers.

- Use data and customer feedback to influence save strategies and improve

customer experience.

- Maintain detailed and accurate records of customer interactions in CRM systems.

- Meet or exceed retention targets and KPIs on a regular basis.

- Collaborate with other departments (e.g., Billing, Customer Service to resolve

issues impacting customer satisfaction.

- Update relevant information in customer records.

- Delivery first class customer service.

Required Experience

- 1-2 years experience in a customer-facing role, ideally in retentions / customer

service or sales.

- Strong understanding of customer needs and how to balance those with business

objectives.

- Proven ability to de-escalate issues and handle difficult conversations calmly and

professionally.

- Experience using CRM systems (e.g., Salesforce, HubSpot).

Desirable Qualities

- Excellent communication and interpersonal skills-empathetic, persuasive, and

clear.

- Resilient under pressure with a proactive, solution-focused mindset.

- Motivated by targets and KPIs, with a strong desire to succeed.

- Good organisational and time management skills.

- Flexible and adaptable to change.

- A passion for delivering outstanding customer experiences.

- Ability to multitask efficiently whilst keeping a high level of service quality.

What We Offer

- Competitive salary and performance-based bonuses.

- Supportive team environment and ongoing training.

- Opportunities for growth and advancement within the company.

Job Type: Full-time

Pay: 30,000.00-31,500.00 per year

Benefits:

Company events Company pension Free parking On-site parking
Experience:

Customer Service: 2 years (required) B2B sales: 1 year (preferred)
Work Location: In person

Reference ID: Retentions Specialist
Expected start date: 18/08/2025