Retention Advisor

Anderson Knight is seeking an experienced Retention Advisor to join a well-established company in Glasgow.

Your primary responsibility will be to engage with existing clients, ensuring their continued satisfaction and loyalty. You will focus on maintaining relationships, identifying potential issues early, and offering tailored solutions to retain business.

Main Duties and Responsibilities:

• Proactively manage a database of existing clients, ensuring regular contact to foster strong relationships.

• Handle inbound inquiries from current customers, addressing concerns, and resolving issues to prevent churn.

• Identify client needs through effective questioning and active listening.

• Offer relevant product or service enhancements, generating interest in additional offerings.

• Provide feedback to the Sales and Customer Service teams on retention strategies and client satisfaction.

• Prepare and present weekly and monthly reports on retention metrics and client feedback.

• Conduct welcome and follow-up calls to ensure client satisfaction throughout the on boarding process and beyond.

• Meet and exceed agreed retention targets and KPIs.

• Engage in up selling and cross-selling opportunities within the existing customer base.

• Oversee the administration of client accounts, including contract renewals and service upgrades.

• Collaborate with Management on strategies to enhance client retention and satisfaction.

Key Attributes and Skills:

• Proficient in Microsoft Office applications.

• Strong ability to build and maintain rapport with clients.

• Exceptional written and verbal communication skills.

• Comfortable working in a dynamic, fast-paced environment.

• Proven ability to meet and exceed retention targets.

• Strong relationship management skills.

• Ability to multitask and prioritise effectively.

• Persuasive, influential, and adept at negotiation.

Company Benefits:

• Monthly bonus scheme (OTE £400).

• 28 days of holiday (with an additional day for each year of service) plus 4 bank holidays.

• Discounts on company products.

• Pension scheme.

• Life assurance.

• Medicash benefits.

To be considered, you must have relevant experience in a similar role, such as client retention, account management, or customer service.

If you are ready to seize this exciting opportunity, please forward your CV with confidence.