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Customer Retention Executive
Job summary
A customer service company in the United Kingdom is seeking a Customer Retention Executive to engage with customers who may leave or are dissatisfied. The role requires strong communication and problem-solving skills to retain customers through tailored solutions. Responsibilities include resolving customer issues, monitoring retention metrics, and promoting positive engagement with the brand. Candidates should have a customer-centric mindset and the ability to handle challenging conversations. This position is on-site, offering 23 days of holiday, company pension scheme, and additional benefits.
Benefits
Qualifications
- Ability to remain calm under pressure and handle challenging conversations.
- Customer-oriented approach with a passion for delivering exceptional service.
Responsibilities
- Proactively contact customers who have signaled intent to cancel or downgrade services.
- Investigate and resolve complaints promptly.
- Build trust and rapport with customers through clear communication.
Skills
At Culligan UK Limited, our focus is on delivering exceptional customer experiences that lead to long-lasting relationships. We are looking for a dedicated Customer Retention Executive to join our team and play a pivotal role in retaining our valued customers.
As a Customer Retention Executive you will be responsible for engaging with customers who are considering leaving or have expressed dissatisfaction. The role focuses on delivering outstanding customer service, resolving issues effectively, and creating positive experiences that encourage customers to stay loyal to the brand.
This role is based on-site, Monday - Friday.
Hours: 08:45 - 17:00
- Proactively contact customers who have signaled intent to cancel or downgrade services, understanding their concerns and needs.
- Use empathy, problem-solving, and negotiation skills to retain customers by offering tailored solutions and alternatives.
- Investigate and resolve complaints promptly, ensuring a positive outcome for the customer.
- Build trust and rapport with customers through clear communication and a customer-first approach.
- Monitor retention metrics, identify trends, and provide feedback to improve processes and reduce churn.
- Work closely with Customer Service, Sales, and Product teams to address recurring issues and enhance customer experience.
- Ensure all interactions adhere to company policies and regulatory requirements.
- Maintain up-to-date knowledge of all Culligan products and services to effectively communicate benefits to customers.
- Utilise CRM systems to track customer interactions and retention strategies.
- Conduct follow-up communication with retained customers to ensure satisfaction.
- Promote the Culligan brand and values through positive engagement with customers.
- Strong interpersonal and communication skills
- Excellent problem-solving and negotiation abilities
- Ability to remain calm under pressure and handle challenging conversations
- Customer‑centric mindset with a passion for delivering exceptional service
- Analytical skills to interpret data and identify improvement opportunities
- 23 days' holiday + Bank Holidays
- Company Pension scheme
- Company Sick Pay (after qualifying period)
- Cycle to Work scheme available
- Employee rewards and discounts
- Option to join Health Care Cash Plan
- 24/7 365‑day access to Employee Assistance Programme through Health Assured
- Access to on‑going learning and development with our online learning platform
- Free onsite parking
- Life Assurance
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.