About this role
Retention Adviser
- Salary: £31,734 with OTE of £37,734
- Location: Gateshead
- Job Type: Full-time, office-based
- Working Hours: Monday to Friday, 8:30am to 4:30pm
We are looking for a Retention Adviser to join a growing team supporting schools across the UK with literacy solutions that help improve reading outcomes. This Retention Adviser position is ideal for someone with experience in customer retention, account management, customer success, customer support, or education who enjoys building strong relationships and delivering excellent service.
The Retention Adviser will manage customer renewals, strengthen long-term relationships, and help schools continue to access valuable support and resources. Full product training will be provided.
Day-to-day of the role
- Manage a portfolio of renewal opportunities, guiding customers through the process in a professional and timely manner
- Speak with customers to agree renewal packages that best meet their needs and objectives
- Make outbound calls and follow up with customers who have not responded to renewal communications
- Re-engage previous customers and build stronger relationships with existing schools to maximise retention
- Act as a trusted point of contact throughout the renewal journey, providing clear support and information
- Provide online and telephone support to customers as needed
- Maintain accurate, complete, and up-to-date CRM records
- Work closely with colleagues to deliver an outstanding customer experience
Required Skills & Qualifications
- At least 2 years’ experience in customer retention, customer success, account management, or a similar customer-focused role
- Strong verbal and written communication skills, with the ability to influence and build trust
- Excellent customer service and listening skills, with confidence discussing renewal options and supporting informed decisions
- Strong attention to detail, particularly when managing customer data and CRM information
- Ability to manage your own workload, prioritise effectively, and work towards agreed objectives
- GCSE Grade C/4 or above in Maths and English, or equivalent
- Eligible to work in the UK and willing to undergo an enhanced DBS check
- Experience with CRM systems, software renewals, education, EdTech, or customer training would be beneficial
Benefits
- Competitive salary with performance-related bonus opportunities, offering OTE of £37,734
- Up to 37 days’ holiday including Bank Holidays
- Company pension
- Health Shield, including private dental and medical insurance
- Employee discounts and wellbeing platform
- Regular company events
- Full product training and a supportive team environment
- Opportunity for hybrid working of up to one day per week after 12 months’ service
How to apply
To apply for this Retention Adviser opportunity, please submit your CV and cover letter outlining your relevant experience and interest in the role.