Loyalty Consultant (Renewals)

Job Title: Loyalty Consultant - Renewals

Introduction to Bunch

At Bunch, we believe managing your home bills should take minutes - not months of chasing. So we’ve built the smartest way to handle shared household costs, starting with a single fixed monthly payment that covers everything from energy to broadband to water. No more awkward money chats. No more missed due dates. No more stress.

We exist to give people back their time, their headspace, and a bit of sanity. Because in a world that’s always on, admin shouldn’t be another full-time job.

We’re a fast-growing team with a rebellious streak. We challenge the way things have always been done and ask: how can this be smarter, easier, better for the customer?

We’re looking for people who are bold, human, and obsessed with making things simpler. People who thrive in fast-paced environments, love solving real-world problems, and care deeply about the impact their work has.

Sound like you? Join the Bunch crew.

Find out more at https://the-bunch.co.uk/

Position Summary

The Loyalty Consultant – Renewals is responsible for leading customer contract renewals, delivering exceptional service during one of the most critical moments in the customer lifecycle. This includes guiding customers through their contract end, explaining their bills, identifying better-suited products or packages, and building trust through clarity and support.

The role also includes cancellation save efforts, handling cooling-off period requests, supporting house moves, and reshaping contracts to suit new circumstances. This is a hybrid of commercial acumen, problem-solving, and service excellence – creating a renewal experience that feels smooth, personal, and valuable.

Accountabilities

• Lead customer renewals from start to finish, providing clear guidance and building confidence in their new contracts.
• Handle and resolve billing-related queries, offering expert breakdowns of past charges and future projections.
• Deliver a premium renewal experience, ensuring smooth handovers and meaningful customer touchpoints.
• Act as a save specialist for customers within cooling-off periods or expressing cancellation intent.
• Support customers who are moving homes, reviewing their usage and tailoring a new package for their new property.
• Work closely with the Loyalty Manager and Floor Manager to meet renewal and retention targets.
• Use data, systems, and internal processes to log customer activity and identify improvements.
• Collaborate with the Data Enrichment and external partner teams to identify and deliver additional value.
• Promote and collect Trustpilot reviews and actively contribute to brand reputation.

Knowledge, Skills and Experience

Essential:

• Experience in customer renewals, retention, or account management.
• Proven ability to manage billing queries and explain contractual terms clearly.
• Comfortable handling cancellation requests and navigating save conversations.
• Experience supporting customers through changes such as property moves or contract transitions.
• Excellent communication and negotiation skills, both written and verbal.
• Strong billing literacy – able to break down charges and identify areas for improvement.
• Calm and confident under pressure, especially when handling cancellations or objections.
• Organised and detail-oriented – capable of managing multiple renewals and deadlines simultaneously.
• Tech-savvy, with good working knowledge of CRM systems, digital documents, and scheduling tools.

Desirable:

• Additional training or qualifications in customer service or sales desirable but not essential.
• Experience working in a utilities, energy, telecoms, or similar service-based industry.
• Experience tailoring or building bespoke product/service packages for customers.
• Familiarity with cooling-off period regulation and consumer rights in contract settings.
• Understanding of market trends or regulation within utilities.
• Ability to interpret data or usage patterns to inform contract optimisation.
• Understanding of utility market trends, pricing structures, and value comparison.
• Skilled in creating a smooth, confident customer journey through the renewal lifecycle.

What we offer:

• A salary of £27,350.
• Competitive uncapped Commission opportunities.
• Enjoy 25 days of holiday.
• You get an extra day off for your birthday!
• Supported onboarding and training to fully engage you with your new team.
• Celebrate our collective success with quarterly social events that foster team unity.
• Access the Vitality Health package to prioritise your well-being.
• Enhanced Maternity, Adoption, and Paternity Pay - we understand the importance of family, and we're committed to supporting you.
• Enhanced sick pay with two weeks paid leave.
• 5 discretionary compassionate leave days (which would also cover e.g. a parent having to take a day off to care for a sick child).
• Opportunities to develop and evolve.
• Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your journey.
• A stocked kitchen with breakfast cereals and pastries, a stash of snacks and the essentials. for making a quick and easy sandwich.
• 3 hours available to take each month to catch up on life's admin.
• A dog friendly office.
• A great culture.

If you require reasonable adjustments for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.