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Customer Retention Executive - HR Services

Job details

General information

Reference number




Vacancy location


United Kingdom, Northern England, Bury - Warwick House

Vacancy details

Job Profile

Administration - Customer Service

Secondary Profiles

Payroll Operations - Payroll Support


Customer Retention Executive - HR Services

Contract Type

Permanent contract

Hours per week


Job Description

The Customer Retention Executive will work as part of Moorepay’s HRS National team, and will work closely with customers and other internal service departments to ensure that we are providing great products amazing services and experiences to our customers.

As a Customer Retention Executive, your primary aim will be to work with both at risk and terminating customers, with a view to resolving their concerns, and creating a win back strategy with a view to retaining and re-signing those customers. The role will report to the HRS National Sales Manager and will support the adoption, retention and growth of the Moorepay HR Services customer base.

Along with the HRS National Sales team, you will collaborate with other teams to implement strategies and processes to improve retention, reduce churn and also identify cross sell and upsell opportunities.

The ideal candidate is an energetic, highly trusted relationship builder, passionate about helping clients and thrives in a highly collaborative and fast paced environment.

Main Responsibilities

  • Minimise client cancellations through proactive customer management.
  • Act as an advocate for customer needs and issues, cross-departmentally, ensuring that any complaints or service improvement plans are followed up.
  • Suggest and arrange additional training on Moorepay’s products and services, in order to enhance the customer’s product knowledge and usage.
  • Build relationships with dissatisfied customers, ensuring all issues are listened to, with a view to converting those customers into advocates.
  • Deliver efficiencies through streamlining processes (where appropriate) to speed up resolution timeframes.
  • Proactively seek out upsell and cross-sell opportunities, and be able to articulate added value to the customer.
    Skills and Experience
  • You will have good experience of using a CRM system.
  • 3-5 years of relevant experience in a retention or account management role. Must be able to show demonstrable retention results in the past.
  • Upbeat, proactive attitude and a love for helping others succeed.
  • Ability to multi-task, prioritise, and manage time effectively.
  • Maintain a ‘can do’ attitude with customer issues and be results driven.
  • Understand the margin of each customer, and have confidence to negotiate new pricing structures to incentivise retention, in conjunction with established discounting rules.

You are / have:

  • Excellent written, verbal and interpersonal skills
  • Able to set up and run client conference calls
  • Able to demonstrate software remotely
  • A professional and collaborative approach to the management of customers, placing customers at the heart of each interaction.

Key Competencies

  • Be Accountable
  • Solve Problems
  • Take Ownership
  • Have focus
  • Be Client Centric

About Us

Founded in 1966, Moorepay is one of the UK’s leading payroll, HR and compliance providers. Supporting a growing customer base of 10,000 clients, Moorepay produce millions of payslips every year and handle around 250,000 queries from clients requiring professional advice from experienced and qualified staff. We are experts in what we do, committed to delivering an honest, reliable and comprehensive service to the SME market


Moorepay is a division of NGAHR. Moorepay have been supporting businesses with their people processes since 1966, offering Payroll, HR and Compliance Solutions. These solutions are designed to help you manage your people and their needs - from recruitment and paying them to complying with the latest legislation.


Producing millions of payslips every year and offering round-the-clock professional advice, thousands of organisations rely on our experience and expertise to make sure their Payroll, HR and Compliance needs are met on time, every time.


Moorepay is a trusted partner to many over 8500 small to medium enterprise customers throughout the British Isles.


We offer:


  • A large modern open plan working environment
    Excellent transport links to wider community
    Flexible benefits package which allows tailored  benefits dependent upon circumstances
    Structured training and on-going personal development

Our Values

One Team: Ours is an interactive environment.  We celebrate our diversity and recognise the strength of what we can achieve as a united team.

Innovation:  We are a creative and resourceful organisation.  We have a talent for looking at things differently and are passionate about bringing new ideas to life.

Speed: Our energy and focus means that we always deliver quality, quickly and efficiently

Responsibility: We can count on each other.  We personally take responsibility for delivering on our promises. We trust our colleagues to do the same.
Excellence: We are committed to excellence.  Our internal and external customers are at the heart of everything we do and we strive to over-achieve



Salary Package