Customer Retention & Experience Specialist

Were looking for a proactive and customer-focused individual to join our team as a Customer Retention & Experience Specialist.

Reporting to the Customer Retention & Experience Team Leader youll work closely with customers after theyve been connected to our network ensuring they remain engaged informed and satisfied with their service. Youll carry out service reviews support renewals encourage referrals and identify opportunities to strengthen customer loyalty.

Working closely with teams across the business youll take ownership of customer enquiries and concerns helping to resolve issues quickly while delivering a positive and professional experience.

• Carrying out post-installation check-ins and service reviews with customers.
• Managing renewal and retention conversations helping customers find the right solution for their needs.
• Supporting customers with any queries or concerns and taking ownership through to resolution.
• Promoting referral opportunities and encouraging customer reviews and feedback.
• Identifying suitable package upgrades and additional services where appropriate.
• Monitoring customer satisfaction and taking proactive steps to address concerns before they become complaints.
• Working closely with Customer Service Finance and Field Operations to deliver a seamless service.
• Maintaining accurate records and updating customer information within company systems.

• A customer-first mindset and a passion for delivering excellent service.
• Previous experience in a customer-facing role such as customer service account management sales or customer support.
• Excellent communication and relationship-building skills.
• Confidence handling customer concerns and finding positive outcomes.
• Good organisational and administrative skills.
• A proactive approach with the ability to manage your own workload effectively.
• The ability to work towards individual and team targets.

A successful Customer Retention & Experience Specialist will:

• Deliver excellent service across every customer interaction.
• Achieve retention and renewal targets.
• Generate referrals and customer reviews.
• Reduce avoidable cancellations and complaints.
• Identify opportunities to grow customer accounts through upgrades and additional services.
• Maintain accurate records and high standards of compliance.
• Build trust and confidence with customers while representing the Highland Broadband brand.