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Customer Retentions Adviser

Full-Time | Office-Based in Gateshead
£31,734 + Bonus (£37,734 OTE), Pension, Perks & Up to 37 Days Holiday (inc. Bank Holidays)

Join Our Customer Retention Team

At LexiaUK, we’re proud to support thousands of schools across the UK with evidence-based literacy solutions that help improve reading outcomes. As a trusted reseller of Lexia® reading software, we work closely with educators to ensure schools have access to the tools and support they need.

We’re looking for a Customer Retention Adviser to join our growing team and help us retain existing customers and build strong, long-term relationships with schools across the UK.

This is a consultative sales role where building strong customer relationships is just as important as achieving targets. You’ll guide customers through the renewal process, understand their requirements and help them continue using our solutions.

What You’ll Be Doing

You’ll take ownership of a portfolio of renewal opportunities, ensuring customers receive a professional, timely and consultative experience from initial contact through to renewal.

  • Manage assigned customers through the renewal pipeline, progressing opportunities efficiently and effectively.
  • Make outbound calls and contact customers who have not responded to renewal communications.
  • Build strong, ongoing relationships with existing and previously lost customers.
  • Understand customer requirements and use a consultative approach to identify the right solution.
  • Provide pricing, prepare quotations, negotiate and close renewal opportunities.
  • Work towards and achieve renewal sales targets set by your line manager.
  • Provide telephone advice and support to customers throughout the renewal process.
  • Keep CRM records accurate, complete and up to date, including customer contact details and communications.
  • Identify and correct inaccurate or outdated customer data.
  • Respond promptly and professionally to customer enquiries by telephone and email.
  • Provide regular updates and reports on pipeline activity and performance.
  • Work collaboratively with colleagues across sales, support and other teams to deliver a positive customer experience.

What You’ll Bring

We’re looking for someone who is confident, commercially minded and enjoys working with customer.

You’ll have:

  • At least 2 years’ experience in renewals, customer retention, sales or account management.
  • Proven experience using a consultative sales approach.
  • Excellent verbal and written communication skills.
  • Strong customer service and relationship-building skills.
  • Confidence discussing pricing, handling objections and closing sales.
  • Excellent IT skills and confidence working with CRM systems.
  • Good working knowledge of Microsoft Word, Excel and Outlook.
  • Excellent attention to detail, particularly when managing customer and CRM information.
  • Confidence presenting to customers and colleagues.
  • The ability to manage your own workload, prioritise opportunities and work to targets.

Bonus Points If  You Have

  • Experience using Microsoft Dynamics or another CRM platform.
  • Experience working in customer retention or subscription/software renewals.
  • Experience in the education or EdTech sector.
  • Experience delivering sales, product or online training.
  • Existing knowledge of working with schools or educational establishments.

The Perks

  • Up to 37 days’ holiday including Bank Holidays (holidays to be taken outside Gateshead school term time)
  • Generous bonus scheme – £37,734 OTE
  • Company pension
  • Health Shield, including Private Dental & Medical Insurance
  • Perkbox employee discounts & wellbeing platform
  • Regular company events
  • Modern office with stunning views of Tyneside
  • Convenient location close to public transport and local amenities
  • Full product training provided
  • Opportunities to develop your sales and customer relationship skills
  • A supportive, collaborative team environment
  • The opportunity to make a real impact in education

What You’ll Need

  • Minimum GCSE Grade C or above in Maths and English, or equivalent.
  • Eligible to work in the UK.
  • Willingness to take annual leave outside school term time.
  • Willing to undergo an enhanced DBS check due to working with schools.
  • Monday to Friday, 8:30am–4:30pm.
  • No weekend work.
  • Office-based in Gateshead, with hybrid working available.

Ready to Join Us?

If you’re an experienced sales, renewals or customer retention professional who enjoys building relationships, achieving targets and helping customers find the right solution, we’d love to hear from you. Please send your CV and a covering letter to recruitment@lexiauk.co.uk.

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