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Retention advisor
2 weeks ago
Customer Retention Advisor
Location: Hybrid - 3 days Norwich, 2 days from home (during the first 6 months 5 days per week in Norwich).
Salary: £26,750 per annum with OTE of 40K (uncapped comms)
We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don't do politics – we want people focused upon actions and delivery. We don't do micro-management – we empower, support and innovate. We are leaders, not empire builders and we love our business.
Citation ISO Certification (formerly QMS International Ltd), part of the Citation Group, has been helping organisations across the UK achieve ISO certification with ease and confidence. We specialise in providing expert consultation and practical support, offering a straightforward and cost-effective route to internationally recognised ISO Management Systems. Our mission is simple: to make businesses better.
The role
As a Customer Retention Advisor, your mission is simple yet vital: keep our clients on board, showcase the value of our services, and deliver the kind of service that makes customers want to stay with us year after year. You'll be at the heart of client relationships, ensuring they see the ongoing benefits of their ISO certification, while meeting targets that directly contribute to our growth.
What you'll be doing
- Retaining and growing our client base – take ownership of customer renewals and retention, helping us achieve consistent year-on-year growth.
- Advising and guiding clients – engage with customers considering cancellation or renewal, using your influencing skills to 'win back' those at risk and secure contract renewals with confidence.
- Championing the customer voice – proactively share client feedback with the management team, helping us refine and improve the customer journey so it always meets evolving needs.
About you
- Exceptional written and verbal communication skills, with the ability to engage and influence at all levels.
- Skilled in negotiation and persuasion, with a natural ability to adapt and think creatively in the moment.
- Highly organised, with proven success in prioritising multiple demands and adapting to shifting priorities.
- Strong track record in customer retention and delivering outstanding service experiences
- Confident with numbers and data, with sharp attention to detail and accuracy
- Effective problem solver, quick to analyse situations and respond with practical solutions
- Proficient in IT systems
Here's a taste of the perks we roll out for our extraordinary team members:
25 Days of Holiday + 8 Bank holidays :
We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
Birthday Bliss:
Your birthday isn't just another day on the calendar; it's YOUR day Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
Healthcare cash plan:
Your well-being is our priority. That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
