Customer Retention Advisor

Job specification If you are interested in applying for this job, please make sure you meet the following requirements as listed below.Role: Customer Retention AdvisorReporting to: Retentions Operations ManagerAbout UsOperating in the UK since 1993 Citation ISO Certification (formerly QMS International Ltd) provides professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised ISO Management Systems with the aim of making businesses better since 1993.Our growth plans are ambitious and were part of the private equity owned Citation Group.Were an amazing success story; our customer base has grown significantly year on year over the past few years and we regularly receive service awards, most recently the Feefo top accolade for Exceptional Service for the second year in a row. Our plans for the next five years are exciting and will see HUGE growth and even more success thats where you come in!About You As a Customer Retention Advisor you will play a key role in renewing client contracts and retaining customers. If youre motivated, resilient and have excellent influencing and negotiation skills and want to earn a heap in bonuses, you could be just who were looking for.For this role you will need to have:Excellent communication skills (written and verbal)Strong negotiation, influencing and improvisational skillsStrong organisation skills with the ability to multi-task / prioritise and adaptProven retention and customer service experienceGreat numerical skills and superb attention to detailProblem solving skills with the ability to think on your feetThe ability to work autonomously and be able to make decisions where necessary to drive performancePrevious B2B experienceComputer literacy: previous experience of working with salesforce is advantageousKnowledge of ISO Certification advantageous, but not essentialResilience, driven to exceed targetsPurpose of the role:The primary function of the role is to renew and retain Citation ISO clients, reselling the benefits of our products and services, providing super service, whilst meeting internal targets / KPIs.Key tasks: Client retention; manage the retention of our customer base to ensure that we continue to grow year on yearProvide advice and guidance; liaise with customers who express an interest in cancelling or renewing their certification contract; with the focus being to winback customers expressing a wish to cancel and renew customers at the end of their current certification contract.Client feedback; proactively provide customer feedback data to management team regarding the service provided, to ensure our customer journey continues to improve and evolve in line with our customer and industry requirements.

Created: 2025-06-28