Job Description:

Customer Retention & Renewals Adviser



Gateshead | Full-Time | Office-Based | £31,734 Basic Salary + Bonus (OTE £37,734)



About the Role

We're looking for a Customer Retention & Renewals Adviser to join a successful and growing organisation supporting customers across the UK.

This is a relationship-focused role where you'll manage existing customer accounts, guide customers through the renewal process and help maximise retention. You'll build long-term relationships, manage a portfolio of renewal opportunities and ensure customers continue to gain value from the services they use.

Customer retention is at the heart of this role.

You'll regularly speak with customers about upcoming renewals, discuss any concerns they may have and explore the reasons they may be considering non-renewal. We're looking for someone who can ask the right questions, confidently handle objections and identify opportunities to retain customer business where appropriate.

This is not a call centre role. Instead, you'll work consultatively with customers, taking ownership of renewal conversations, building trusted relationships and delivering an excellent customer experience while achieving retention objectives.

If you enjoy building relationships, having meaningful customer conversations and influencing positive outcomes, we'd love to hear from you.

What's in It for You?

• £31,734 basic salary
• Monthly performance-related bonus with realistic OTE of £37,734
• Central Gateshead location
• Up to 37 days' holiday including Bank Holidays
• Hybrid working available after qualifying service
• Company pension scheme
• Health Shield, including private dental and medical benefits
• Employee discounts and well-being platform
• Regular company events and social activities
• Modern office environment with excellent transport links
• Full product and systems training
• Ongoing career development opportunities
• Supportive and collaborative team culture

Working Hours & Holidays

• Monday to Friday, 8:30am to 4:30pm
• No weekend working
• 37 days' holiday, including Bank Holidays
• Five days' annual leave allocated to the company's well-being shutdown during August
• Additional company shutdown period over Christmas
• Reduced working hours of 9:30am to 3:00pm throughout August
• Most annual leave is taken during school holidays and half terms
• Up to two day's annual leave per school term can typically be taken

Key Responsibilities

• Manage a portfolio of customer renewal opportunities
• Guide customers through the renewal process
• Build and maintain strong customer relationships
• Re-engage previous customers and improve retention
• Contact customers by telephone and email regarding renewals
• Understand customer needs and recommend suitable solutions
• Prepare quotations and pricing proposals
• Discuss renewal options and confidently handle objections
• Work towards retention, renewal and performance targets
• Provide customer support, advice and guidance
• Maintain accurate CRM records
• Report on pipeline and renewal activity
• Work collaboratively with colleagues to deliver an excellent customer experience

About You

We're looking for a professional, confident and customer-focused individual who enjoys building relationships and having meaningful conversations with customers.

Skills & Experience

• Experience in customer retention, renewals, customer success, account management or a similar customer-focused role
• Strong communication, customer service and relationship-building skills
• Confidence discussing pricing, renewals and customer needs
• Commercially aware with the ability to influence positive customer outcomes
• Comfortable handling objections and speaking with customers who may be considering leaving
• Strong organisational skills, attention to detail and CRM experience
• Ability to manage multiple priorities and work towards targets
• Experience using Microsoft Dynamics or a similar CRM system would be advantageous
• Experience within education, public sector, technology, software or other service-led organisations would be beneficial

Apply Now

If you have experience in customer retention, renewals, customer success, account management or consultative sales, we'd love to hear from you.

Please note that an Enhanced DBS check is required for the successful candidate and will be funded by the company.

Due to the high volume of applications received, we are unable to provide individual feedback to all applicants. If you require any reasonable adjustments during the recruitment process, please let us know and

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.