Full job descriptionCustomer Retentions Adviser
*Location: Gateshead
*Job Type: Full-time, Permanent
*Salary: £31,734 + Performance Bonus
We are recruiting on behalf of a leading provider of educational solutions, supporting thousands of schools across the UK with evidence-based literacy tools.
Day-to-day of the role:
*Manage a portfolio of renewal opportunities, ensuring a professional and timely renewal process.
*Engage with customers to negotiate renewal packages that meet their needs and objectives.
*Make outbound calls to customers who have not responded to renewal communications.
*Re-engage previously lost customers and strengthen relationships with existing schools to maximise retention.
*Act as a trusted point of contact for customers, providing necessary support and information throughout the renewal process.
*Maintain accurate, complete, and up-to-date CRM records.
*Collaborate with colleagues to deliver an outstanding customer experience.
Required Skills & Qualifications:
*Minimum 2 years’ experience in customer retention, customer success, account management, or a similar role.
*Strong verbal and written communication skills.
*Excellent customer service, listening, influencing, and relationship-building skills.
*Ability to discuss renewal options confidently and achieve positive outcomes.
*High attention to detail, especially in managing customer and CRM information.
*Ability to manage own workload, prioritise tasks, and meet objectives.
*GCSE Grade C/4 or above in Maths and English, or equivalent.
*Eligibility to work in the UK.
Desirable:
*Experience with Microsoft Dynamics or another CRM platform.
*Background in customer retention or subscription/software renewals.
*Experience in the education or EdTech sector.
*Skills in delivering product demonstrations or customer training.
Benefits:
*Generous salary with performance-related bonus opportunities.
*Company pension and Health Shield including Private Dental and Medical Insurance.
*Perkbox employee discounts and wellbeing platform.
*Regular company events and modern office environment.
*Opportunity for hybrid working (up to one day per week) after 12 months’ service.
*Full product training provided.
*A supportive, collaborative team environment.
*The opportunity to make a real impact in education.
To apply for the Customer Retentions Adviser position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.