Retention Specialist

For the past 30 years, Brookson has been the leading choice in the UK for contractor services in the flexible work sector. We combine cutting-edge technology with deep industry expertise to deliver exceptional support across accounting, tax, finance, legal, and payroll services.

With offices in Warrington, Bournemouth, Coventry, and London, we continue to grow and innovate. Now part of People2.0—a global leader in workforce management and employment solutions—Brookson is entering an exciting new chapter, offering even more opportunities for professional development and career progression.

As part of this growth, we’re looking for a Retention Specialist to join the wider Customer Care team.

Internally, your job title would be Customer Relations Specialist.

The Role

As Retention Specialist, your role is to retain customers who express dissatisfaction with the service or an intention to use a competitive product or service. The role holder will be required to proactively contact customers or receive live calls from other areas of the business. They will be expected to patiently and empathetically, track information, and apply consultative skills regarding our services/pricing.

Key Responsibilities

• Investigate and resolve customer grievances to deliver exceptional service and reduce churn.
• Understand customer needs and reasons for leaving, acting swiftly to retain their business.
• Maintain in-depth knowledge of Brookson services to offer expert advice and support.
• Respond to feedback from monthly customer surveys, taking ownership of both positive and negative comments.
• Ensure all retention, complaints, and proactive calls are completed within SLA targets.
• Analyse customer data to identify risks and proactively reduce churn.
• Collaborate with internal teams to support customers in financial difficulty and drive service improvements.
• Manage a pipeline of leaver requests and meet retention and cost-related KPIs.
• Contribute to process improvement, documentation, and cross-functional collaboration to enhance customer care.

What We’re Looking For

Essential Experience:

• Previous retention experience (12 months minimum)
• Strong communication and listening skills
• A hands-on team player always striving for continuous improvement
• Effective complaint management
• Highly organised with the ability to manage time effectively
• Experience of working towards deadlines and working towards KPIs
• Experience of high-volume calls within a fast-paced environment

Desirable Experience:

• Previous experience in either an accountancy or finance sector
• Experience of working in a credit control function

In Return for Joining us a Retention Specialist:

Here at Brookson, we want everyone to feel valued and have a sense of belonging. That is why we offer a wide range of benefits plus an internal commitment to all colleagues around communication, engagement, and professional development. The benefits for this role include:

• Salary of up to £27,000, depending on experience
• 5% company pension contribution after 3 months
• Hybrid working
• 23 days’ annual leave, plus bank holidays and your birthday off each year
• Free financial advice including mortgages and savings
• Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health offering

Next Steps

If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.

Regardless of the outcome of your application, all candidates will be contacted, and we aim to do this within 3 working days.