Customer Account Advisor – Retentions

Wrexham +  Monday–Friday +  Office-based - 8:30am - 5pm - 37.5 Hours p/w

Salary: £26,000

Full-time + No weekend work + Free on-site parking + Company pension + 20 Days Holiday + Bank Holidays (1 Additional day per full year of service)

An established, family-run organisation are looking to add a Customer Account Advisor to their busy Retentions team, based at the headquarters in Wrexham.

This role is ideal for someone who enjoys problem-solving, negotiating, and maintaining strong customer relationships in a fast-paced environment.

More About The Role

As a Customer Account Advisor in Retentions, you’ll be the point of contact for customers who may be considering leaving - managing queries, complaints, and disputes while working towards positive, commercially sound outcomes that are aimed at retaining clients.

Your focus will be on ensuring issues are handled professionally, efficiently, and with a clear solutions-driven approach.

Core Responsibilities

• Managing customer enquiries, complaints, and disputes
• Remaining customer-focused while working towards the most appropriate resolution for the business & the client
• Demonstrating a calm, level-headed approach to problem solving and decision-making
• Confidently owning decisions and delivering clear outcomes to customers
• Managing a busy workload through an internal CRM system
• Engaging in contractual discussions and negotiations to retain valued customers
• Working independently while also collaborating with internal teams to ensure seamless service delivery

What I'm Looking For

• Recent experience in a similar customer service, account management, or retention-focused role (Helpful, but not Essential)
• Proven ability to find solutions in a fast-paced, high-volume environment
• Strong negotiation, problem-solving, and diplomacy skills - (Important for Long-Term Success in the role)
• Excellent communication and interpersonal skills
• Confident IT user with the ability to organise and prioritise workloads to meet deadlines

Why You'll Love It...

• The role has come about as a result of someone moving to another team within the business - Their staff retention is high so hiring is rare for this team!
• £26,000 salary
• Monday to Friday working hours (no weekend work!)
• Office-based role with free on-site parking with a desirable business
• Company pension + Holiday package
• Supportive team environment within a stable, family-owned business

Interested?

My client is looking to see people as soon as possible, so apply now & I will call you for a screening interview ahead of booking in an interview with the client (if you meet the criteria!)

Please ensure you meet the criteria for the role & have answered the screening questions - If you feel you're a very strong candidate for the role call me directly at between 9am & 4pm Monday - Friday