Our client, a leading financial services organisation, is seeking a motivated and customer-focused Customer Service Specialist to join their Customer Loyalty & Retention team. About the Role Reporting to the Customer Care & Loyalty Leader, you will be responsible for retaining and increasing customer loyalty through both proactive and reactive engagement. You will identify the root causes behind cancellation requests and deliver tailored, compliant solutions that meet customers’ needs while improving retention outcomes. Key Responsibilities Customer & Retention Focus Manage inbound and outbound customer interactions to retain at-risk customers Identify root causes of cancellation requests and tailor retention conversations accordingly Utilise retention tools and product support to restructure cover within general advice guidelines Provide accurate, clear and compassionate guidance to customers Handle objections confidently while maintaining a strong customer-first mindset About You You are an energetic, self-motivated professional who thrives in a performance-driven environment. You bring strong negotiation and objection-handling skills, coupled with empathy and professionalism. Key Requirements: Experience in customer retention, outbound sales, or distribution roles (highly regarded) Background Financial Services (preferred) Strong verbal and written communication skills Ability to build rapport and influence outcomes positively Strong attention to detail and problem-solving capability Comfortable working towards targets and KPIs Proficiency in Microsoft Office (Excel, Word, Outlook) If you’re passionate about customer outcomes and ready to make an impact in a retention-focused role, we’d love to hear from you. Apply now or contact us for a confidential discussion.