Lead Customer Service & Retention Advisor

A fantastic opportunity has arisen for an experienced Customer Service & Retention Advisor to join a busy and fast-paced beauty and skincare business. As the Senior Customer Service and Retention Advisor, you will play a key role in delivering exceptional customer experiences while driving retention and continuous improvement through collaboration and innovation. You will
provide operational support, uphold process quality, and ensure the team maintains strong product and service knowledge to maximise positive customer outcomes.

Job Description:

• As the Lead Customer Service and Retention Advisor, you will remain operationally active by handling customer calls, emails, and chats to maintain first-hand insight into customer experience
• Contribute to team performance metrics, achieving individual KPIs and retention targets
• Act as the first point of contact for day-to-day operational queries, escalating to the Customer Service Lead (CSL) when required
• As the Lead Customer Service & Retention Advisor you will play a key role in ensuring the retention toolkit is effective and drives the right customer behaviours
• Work closely with the CSL to ensure individual and team retention targets are consistently achieved, providing additional coaching and support to the team where required
• As the Lead Customer Service & Retentions Advisor you will own discount code management, including setup and expiry
• Collect and analyse customer, product, and competitor feedback as requested by CSL (e.g. Mention Me, complaints, compliments, and reviews).
• Provide clear, actionable insights to the team, CSL, and wider business to support product development and process/service improvements
• Support "voice of the customer" reporting across cross-functional projects and strategic discussions
• Deliver onboarding systems and "how-to" training for new starters, act as a training buddy through probation periods, and provide refresher training on processes and systems when requested to the existing team
• Support the team with initial complaint responses to help reduce the volume of escalated cases. Handle escalated calls and e-mails when needed
• Manage day-to-day tickets for AI review, as requested by the CSL, to support ongoing AI development within Customer Service
• Share operational responsibilities during periods of CSL absence
• Support the planning of Customer Service team events and recognition initiatives, working closely with the CSL to foster a positive team culture.

Candidate Requirements:

• Experience in a customer focused role ideally within a contact centre environment
• Previous experience in sales, upselling, cross selling, product promotion, retentions or similar sales role is essential
• Excellent complaint management skills to ensure positive outcomes
• Experience with Microsoft Office and/ or Google Suite
• Previous experience of a senior/supervisory position in a customer service environment
• Strong computer skills
• Clear, effective and confident communication skills
• Excellent written and spoken English.
• Confident and clear telephone manner
• Ability to multitask and prioritise workload
• Excellent time management and administrative skills to deliver results
• Working in a fast paced environment

This role is commutable from: Birmingham, Dudley, Halesowen, Coventry, Walsall, Wolverhampton, West
Bromwich, Solihull, Bromsgrove, Tamworth

This role would suit candidates with the following experience: Sales & Service, Customer Retention,
Customer Sales, Retentions Advisor, Sales Advisor.

Hours: Monday Thursday, 8:30 am - 5:00 pm, Friday 8:30 am 4:00 pm
Salary: £27,276 Per Annum

Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region.