Retention Specialist
hace 22 horas
Leeds
Retentions Specialist Location: Smile White, Leeds Reports to: Head of Operations Department: Operations – Retentions Type: Full-time office based, 9am- 5pm Salary: up to £30k basis + performance-based bonus OTE £50k Role Summary Smile White is looking for a driven and people-focused Retentions Specialist to join our growing Operations team. This role is critical in protecting revenue, improving the post-sale experience, and ensuring customers feel supported and valued throughout their Smile White journey. The Retentions Specialist will take a hands-on, resolution-focused approach — working to get to the root of customer concerns quickly, thoroughly, and empathetically. The goal is to turn at-risk patients into long-term success stories and minimise the need for refunds through proactive, personalised support. You will thrive in a fast-paced, target-driven environment, using communication skills, data insights, and service follow-through to provide world-class care and commercially sound outcomes. Key Responsibilities • Engage with customers across the U.K. at risk of cancellation via phone, email, and CRM to understand issues and provide solutions., • Investigate the root cause of each complaint or cancellation request, collaborating with internal teams to ensure full resolution., • Prevent refunds and drop-offs through confident objection handling, empathy, and structured follow-up., • Use HubSpot CRM to document conversations, actions taken, and outcomes., • Contribute ideas and feedback to improve customer journey and retention strategies., • Deliver consistent updates and reporting on performance metrics, trends, and escalations., • Maintain Smile White’s standard of customer-first communication and care at every stage. Key Requirements Experience • 2+ years in a retention, patient care, complaints resolution, or customer success role., • Background in dental, health, or high-value service environments is preferred., • Thrives on finding the real issue behind customer concerns — persistent, thoughtful, and outcome-focused., • Strong communicator who remains calm, clear, and empathetic in difficult conversations., • Tenacious approach to resolving problems fully to avoid refund outcomes wherever possible., • Commercially aware — understands how retention ties into business performance., • Highly organised, able to juggle multiple cases with structure and professionalism., • A natural relationship builder who can instil confidence and trust quickly. What Success Looks Like • Decreased refund requests and churn., • High rates of “save” outcomes and customer re-engagement., • Complete, accurate CRM records and retention reports., • Patient satisfaction paired with strong commercial results., • A visible impact on revenue protection and brand reputation. Why Join Smile White? • Be part of a growing brand that’s transforming the dental experience., • Work in a values-led, fast-moving team that rewards ownership and initiative., • Help build a gold-standard retention experience for every Smile White customer., • Real opportunities for progression and influence within the Operations team.