Loyalty Consultant – Renewals

The role also includes cancellation save efforts, handling cooling-off period requests, supporting house moves, and reshaping contracts to suit new circumstances. This is a hybrid of commercial acumen, problem-solving, and service excellence – creating a renewal experience that feels smooth, personal, and valuable.

Role Accountabilities

• Lead customer renewals from start to finish, providing clear guidance and building confidence in their new contracts.
• Handle and resolve billing-related queries, offering expert breakdowns of past charges and future projections.
• Deliver a premium renewal experience, ensuring smooth handovers and meaningful customer touchpoints.
• Act as a save specialist for customers within cooling-off periods or expressing cancellation intent.
• Support customers who are moving homes, reviewing their usage and tailoring a new package for their new property.
• Work closely with the Loyalty Manager and Floor Manager to meet renewal and retention targets.
• Use data, systems, and internal processes to log customer activity and identify improvements.
• Collaborate with the Data Enrichment and external partner teams to identify and deliver additional value.
• Promote and collect Trustpilot reviews and actively contribute to brand reputation.