Job Description

Retentions Specialist

Basic Salary: 28,000 - 30,000 (DOE)

On-Target Earnings: 36,000 - 38,000 with Bonus

We are seeking a

Retentions Specialist

to join our established team. This role is central to ensuring client satisfaction and loyalty by resolving challenges, providing tailored solutions, and maintaining long-term relationships. The successful candidate will play a key part in reducing cancellations and enhancing the overall customer experience.

Key Responsibilities

Manage client cancellation requests, engaging via telephone and email to provide effective solutions Build and maintain strong client relationships by proactively addressing concerns Recommend appropriate products, services, or payment arrangements to meet customer needs Ensure accurate CRM record-keeping and provide management with regular reporting on retention trends Collaborate with internal teams to deliver feedback that supports continuous service improvement

Candidate Profile

We are looking for an individual who demonstrates:

Excellent communication and interpersonal skills, with the ability to build rapport quickly Strong objection-handling capabilities and resilience under pressure A proactive, detail-oriented approach to problem-solving Previous experience in client retention, account management, sales, or upselling/cross-selling The ability to work independently as well as collaboratively within a team Familiarity with CRM systems is desirable; knowledge of digital marketing (Google Ads, SEO, Social Media) would be an advantage

About Add People

Since 2002,

Add People

has been dedicated to helping small and medium-sized businesses grow online. With a team of over 250 digital marketing professionals and more than 4,000 clients worldwide, we are proud to be a

Google Premier Partner, Microsoft Elite Partner, and Investors in People Platinum Accredited employer.

Our success is built on strong client partnerships and a supportive, people-focused culture. We provide clear development pathways, structured training, and opportunities for career progression within a growing organisation.

Employee Benefits

Home Working - 1 day a week after successful completion of six-month probation period & continued performance. Sociable working hours - no evenings or weekends 30 days annual leave (including bank holidays, rising with service) Healthcare scheme and contributory pension Cycle-to-work scheme Regular social events and team incentives Recognition and rewards for high performance
Job Types: Full-time, Permanent

Pay: 28,000.00-30,000.00 per year

Benefits:

Casual dress Company events Cycle to work scheme Free parking On-site parking Transport links
Ability to commute/relocate:

Altrincham WA15 8AB: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person