Retention & Advisor

Retention & Renewals Advisor

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

Salary: Base Salary + Commissions, OTE £35k +

We’re Citation Group, a group of businesses on a mission to make life easier for small and medium‑sized companies. Since 2004, HSD, 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 compliance documents or giving you access to expert advice anytime 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.

• Proactively reach out to existing client base to review current service, build stronger relationships, and demonstrate clear value to prevent cancellations and secure 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.
• 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 measured against revenue targets and client retention performance.

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 is a taste of the perks we offer:

• 25 Days of Holiday + Bank Holidays
• Birthday Bliss – a day off to celebrate your birthday
• Post‑Wedding Bliss – extra weeks of holiday for newlyweds
• Growing Families – vouchers and special perks for expectant parents
• Healthcare Cash Plan – private healthcare coverage
• Pawternity Leave – a day off for welcoming a new furry friend
• Community Days – a day off to volunteer and give back to your community or support your favourite charities

Success comes with unbeatable perks and a culture that truly celebrates your achievements!