Retention Advisor

We are delighted to represent our client in offering an opportunity to join their team as a Customer Retention Adviser. This is an exciting opportunity to join a growing organisation supporting schools across the UK with evidence-based literacy solutions designed to improve reading outcomes.

As part of the Customer Retention Team, you will take ownership of a portfolio of existing and previously lost customers, building strong long-term relationships and guiding them through the renewal process. This is a consultative sales role where understanding customer needs is just as important as achieving commercial targets. You will play a key role in ensuring customers receive a professional, responsive and supportive experience, whilst identifying the right solutions to meet their requirements.

What You'll Get

• Competitive Salary & Bonus: Earn £31,734 per annum, with a generous bonus scheme taking your potential earnings to £37,734 OTE.
• Generous Holiday Allowance: Enjoy up to 37 days' holiday including Bank Holidays, giving you plenty of opportunity to recharge outside of school term time.
• Health & Wellbeing Benefits: Benefit from Health Shield, including private dental and medical insurance, alongside Perkbox discounts and wellbeing support.
• Career Development: Receive full product training and opportunities to develop your sales, customer relationship and consultative selling skills.
• Supportive Working Environment: Join a collaborative team in a modern Gateshead office with stunning views across Tyneside, regular company events and excellent access to public transport and local amenities.

Your Mission

As Customer Retention Adviser, you will take ownership of your allocated renewal opportunities, managing customers throughout the renewal pipeline and ensuring each opportunity is progressed efficiently. You will proactively contact customers by telephone and email, particularly those who have not responded to initial renewal communications, whilst building positive and lasting relationships with existing and previously lost customers.

A key part of your role will be understanding each customer's requirements and using a consultative approach to identify the most appropriate solution. You will confidently discuss pricing, prepare quotations, negotiate where appropriate and ultimately close renewal opportunities, working towards the sales targets set by your line manager.

You will also provide telephone advice and support throughout the renewal process, responding promptly and professionally to customer enquiries. Maintaining accurate and comprehensive CRM records will be essential, including updating customer details, recording communications and identifying inaccurate or outdated information.

Working collaboratively with colleagues across sales, support and wider teams, you will contribute to delivering an excellent customer experience. You will also provide regular updates and reports on pipeline activity and performance, ensuring stakeholders have clear visibility of progress and results.

Key Competencies

• Minimum two years' experience within renewals, customer retention, sales or account management, with a proven consultative sales approach.
• Excellent verbal and written communication skills, with strong customer service and relationship-building abilities.
• Commercial confidence, particularly when discussing pricing, handling objections, negotiating and closing sales.
• Excellent IT skills, including confidence working with CRM systems and a good working knowledge of Microsoft Word, Excel and Outlook.
• Exceptional attention to detail, particularly when managing customer information and maintaining accurate CRM records.
• Strong organisation and self-management skills, with the ability to prioritise opportunities, manage workloads, work to targets and confidently present to customers and colleagues.

Offer Details

Salary: £31,734 per annum + bonus, £37,734 OTE
Location: Gateshead
Working Pattern: Monday to Friday, 8:30am–4:30pm. Office-based with hybrid working available. No weekend work.

Additional Requirements: Minimum GCSE Grade C or above in Maths and English (or equivalent), eligibility to work in the UK, willingness to take annual leave outside school term time and willingness to undergo an enhanced DBS check due to working with schools.