Retention Specialist

I am working with a growing, FCA regulated business who are looking for an experienced Retentions Manager.

The role will involve leading and developing a retentions team focused on customer persistency, handling cancellations/objections and ensuring customers receive fair and compliant outcomes throughout their journey.

Key Responsibilities:

• Managing and coaching a high-performing team
• Developing effective retention strategies
• Handling escalated customer cases sensitively and professionally
• Monitoring retention performance, complaints and quality metrics
• Working closely with Compliance and QA teams to maintain FCA standards
• Using customer data and feedback to drive improvements

The ideal candidate will have previous experience within retention/customer save functions, strong leadership skills and a solid understanding of FCA regulations and Consumer Duty.