Customer Retention Specialist
Share
Job Location:
Birmingham - UK
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Protect revenue. Strengthen partnerships. Deliver renewal performance.
Retention isnt reactive its strategic.
As a Customer Retention Specialist youll play a direct role in protecting recurring revenue and strengthening long-term customer relationships. Youll manage renewal conversations with confidence ensuring customers clearly understand the value of continuing their partnership with Intercity.
This is a proactive performance-focused role where communication commercial awareness and professionalism are key.
The Role
You will take ownership of a portfolio of upcoming renewals engaging customers via phone email and targeted campaigns to secure contract extensions and identify growth opportunities.
Youll balance customer experience with commercial outcomes resolving concerns reinforcing value and ensuring a seamless renewal journey.
Key Responsibilities as aCustomer Retention Specialist:
- Proactively contact customers within the renewal cycle via phone email and campaigns
- Build strong working relationships through clear confident communication
- Articulate the value of our services and demonstrate the benefits of continued partnership
- Manage objections and resolve concerns to secure successful renewals
- Maintain accurate CRM records of all interactions renewals and contract updates
- Identify upsell and cross-sell opportunities where appropriate
- Collaborate with internal teams to ensure customer needs are addressed effectively
How Success Will Be Measured
- Renewal rate and revenue retention
- Upsell and cross-sell contribution
- Customer satisfaction and experience
- Accuracy and quality of renewal data management
About You
You are confident on the phone organised in your approach and focused on outcomes. You understand that successful retention comes from listening understanding and influencing with credibility.
Experience & Skills
- Strong verbal and written communication skills
- Confident handling renewal conversations and influencing customer decisions
- Ability to listen actively and understand customer priorities
- Effective objection handling and problem resolution skills
- High attention to detail with strong administrative accuracy
- Positive resilient and performance-driven mindset
- Committed to delivering excellent customer service
What We Offer:
- 33 days holiday (inclusive of bank holidays) with entitlement increasing by one day for each full calendar year employed up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
Keyboard Shortcuts
F9- Move focus from the edit area to the Footer ToolbarF10- Move focus from the edit area to the first toolbar buttonShiftTAB- Move focus from the edit area to the last toolbar button
About You
About Us
Intercity Technology provides reliable and secure technologies in communications cloud and managed services with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion expertise and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far:
- Customer Net Promoter Score of 92
- Gold Award Investors in People Accreditation
- Employer of the Year 2025 - British Business Excellence Award
- Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance
We select candidates with the right skills experience and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions all successful candidates will be subject to pre-employment checks so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner for more information please see our privacy policy on our website.
Keyboard Shortcuts
F9- Move focus from the edit area to the Footer ToolbarF10- Move focus from the edit area to the first toolbar buttonShiftTAB- Move focus from the edit area to the last toolbar button
Required Experience:
IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
Choose an IT service provider with real People Power and an award-winning Do More culture.
