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Customer Relations Advisor (Retentions Focus)

£30,000 per annum

On-site

Bromborough (CH62 4SQ)

Start date: ASAP

About the role

We are working with a well-established, fast-growing organisation within the services sector to recruit a Customer Relations Advisor to join their Bromborough-based team.

This is a key role within the Customer Relations function, focused on strengthening customer loyalty, improving satisfaction, and reducing cancellations through proactive engagement and tailored support.

You will act as a trusted point of contact for customers, helping to resolve concerns, identify retention opportunities, and ensure a consistently positive customer experience.

Key responsibilities

• Build and maintain strong customer relationships to drive engagement and reduce churn
• Proactively contact at-risk customers via phone and email to understand concerns and offer tailored solutions
• Deliver a high standard of customer service, ensuring queries are handled efficiently and professionally
• Support and implement retention strategies and tailored offers to improve long-term customer loyalty
• Collaborate with teams across Customer Service, Service Delivery, and Sales to enhance the end-to-end customer journey
• Maintain accurate and up-to-date customer records within the CRM system
• Share customer insights internally to identify trends and improve retention performance
• Support cross-sell opportunities across the existing customer base
• Conduct follow-up contact approximately 6 weeks post-onboarding to review customer experience
• Maintain accurate contract and customer documentation
• Stay informed on service offerings and relevant industry updates

What we’re looking for

• Experience in a customer service or retention-focused role
• Strong communication and interpersonal skills
• Confidence handling objections, negotiating, and building rapport quickly
• A proactive, problem-solving mindset with a strong customer-first approach
• Excellent organisation and time management skills
• Comfortable engaging with stakeholders at all levels

What’s on offer

• Competitive salary of £30,000
• Pension scheme and bonus opportunities
• Supportive, team-focused working culture
• Clear opportunities for development and progression

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