SCUK Customer Retention Specialist, Fixed Term Contract

Hybrid, fixed-term contract Customer Retention Specialist focused on retaining customers in motor finance by delivering tailored settlements, refinancing options, and affordability solutions. Responsibilities include proactively engaging customers considering early settlement, Voluntary Termination, or refinancing; negotiating and presenting internal refinancing, payment plans, or term extensions; coordinating with underwriting, collections, and customer service to deliver joined-up solutions; documenting interactions in line with FCA regulations and Consumer Duty/TCF principles; and meeting retention/refinance KPIs. The role emphasizes empathy, commercial awareness, and strong negotiation skills to minimise attrition and protect the customer and business, with a 3-day-a-week in-office requirement at the Redhill site and no remote work option beyond hybrid in-office days.