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Retentions & Renewal Advisor, handsworth

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Client:

HS Direct

Location:

handsworth, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

22.08.2025

Expiry Date:

06.10.2025

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Job Description:

Retention & Renewals Advisor

Location: Hybrid (Split between home and our Meadowhall or Wilmslow Office)

We’re Citation Group. A group of businesses on a mission to make life easier for small and medium-sized companies. We get that running a business is tough. You’re spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow.

Since 2004, HS Direct, part of the Citation Group, has helped over 7,200 businesses take the stress out of HR and Health & Safety. We take care of the tricky stuff—whether that’s sorting your compliance documents or giving you access to expert advice any time you need it. Our job is to keep you on the right side of the rules, so you can get back to doing what you do best: running a brilliant business.

The Role:

• Proactively reach out to our existing client base to review their current service, build stronger relationships, and demonstrate clear value - all with the goal of preventing cancellations and securing contract renewals.
• Take a consultative approach to uncover client needs through active listening and trust-building, then recommend tailored solutions that align with their goals.
• Take ownership of the client experience, ensuring every touchpoint leaves a positive impression.
• Use strong listening skills and genuine rapport to uncover client needs and tailor solutions that truly resonate.
• Collaborate with existing clients to identify opportunities for additional growth and support new business generation.
• Re-engage clients who have expressed an intention to cancel, working to turn situations around and retain their business.
• Be commercially driven - success will be measured against both revenue targets and client retention performance

About you

We’re looking for a confident, commercially minded individual who is consultative, tenacious, and results driven. You’ll need to think on your feet, adapt quickly to change, and show real resilience in a fast-paced environment.

You’ll be enthusiastic, driven, and genuinely focused on delivering an excellent customer experience. Strong communication skills, particularly over the phone, a keen eye for detail, and the ability to learn quickly are essential.

Experience in customer service, client retention or sales is a real plus.

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + Bank: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
• Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
• Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.

Join us at HS Direct, where success comes with unbeatable perks and a culture that truly celebrates your achievements!