Job title: Senior Customer Service and Retention Officer Location: Hybrid (3 days office-based, 2 days remote) Birmingham Contract: Permanent, full-time Start date: March - April 2026 Salary: 26,000- 26,500The roleOn behalf of our client, we are recruiting a Senior Customer Service and Retention Officer to play a pivotal role in delivering exceptional customer experiences while driving retention and continuous improvement. This is a hands-on, senior operational role combining frontline customer support with coaching, process ownership, and retention strategy. You will work closely with the Customer Service Lead to ensure smooth day-to-day operations, strong team performance, and a consistently high standard of service.Key RequirementsRemain operationally active, handling customer calls, emails and live chatsAchieve individual KPIs and retention targets while supporting overall team performanceAct as the first point of contact for day-to-day operational queries within the teamPlay a key role in driving retention initiatives and improving customer behavioursProvide coaching and support to help the team consistently meet retention targetsMaintain and update process guides, macros and training documentationManage discount codes, including set-up, governance and expiryAnalyse customer, product and competitor feedback to identify trends and insightsSupport onboarding, training and knowledge-sharing across the Customer Service teamHandle escalated complaints and support resolution ..... full job details .....