Retention Specialist

2 weeks ago

Leeds, United Kingdom Smile White Full time

Retentions Specialist Location: Smile White, Leeds Reports to: Head of Operations Department: Operations – Retentions Type: Full-time office based, 9am- 5pm Salary: up to £30k basis + performance-based bonus OTE £50k Role Summary Smile White is looking for a driven and people-focused Retentions Specialist to join our growing Operations team. This role is critical in protecting revenue, improving the post-sale experience, and ensuring customers feel supported and valued throughout their Smile White journey. The Retentions Specialist will take a hands-on, resolution-focused approach — working to get to the root of customer concerns quickly, thoroughly, and empathetically . The goal is to turn at-risk patients into long-term success stories and minimise the need for refunds through proactive, personalised support . You will thrive in a fast-paced, target-driven environment, using communication skills, data insights, and service follow-through to provide world-class care and commercially sound outcomes . Key Responsibilities Engage with customers across the U.K. at risk of cancellation via phone, email, and CRM to understand issues and provide solutions. Investigate the root cause of each complaint or cancellation request, collaborating with internal teams to ensure full resolution. Prevent refunds and drop-offs through confident objection handling, empathy, and structured follow-up. Use HubSpot CRM to document conversations, actions taken, and outcomes. Contribute ideas and feedback to improve customer journey and retention strategies. Deliver consistent updates and reporting on performance metrics, trends, and escalations. Maintain Smile White’s standard of customer-first communication and care at every stage. Key Requirements Experience 2+ years in a retention, patient care, complaints resolution, or customer success role. Background in dental, health, or high-value service environments is preferred. Experience using CRM platforms, ideally HubSpot. Skills & Attributes Thrives on finding the real issue behind customer concerns — persistent, thoughtful, and outcome-focused. Strong communicator who remains calm, clear, and empathetic in difficult conversations. Tenacious approach to resolving problems fully to avoid refund outcomes wherever possible. Commercially aware — understands how retention ties into business performance. Highly organised, able to juggle multiple cases with structure and professionalism. A natural relationship builder who can instil confidence and trust quickly. What Success Looks Like Decreased refund requests and churn. High rates of “save” outcomes and customer re-engagement. Complete, accurate CRM records and retention reports. Patient satisfaction paired with strong commercial results. A visible impact on revenue protection and brand reputation. Why Join Smile White? Be part of a growing brand that’s transforming the dental experience. Work in a values-led, fast-moving team that rewards ownership and initiative. Help build a gold-standard retention experience for every Smile White customer. Real opportunities for progression and influence within the Operations team.

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