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Role Retentions Executive
Department Sales
Location Head Office
Salary £30,000 - £35,000
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Retentions Executive

Head Office

Liquidline is the fastest-growing commercial coffee solutions provider in the UK and Ireland—not that we’re bragging! Our customers are companies that take pride in offering quality refreshments to their employees and clients. Our success is built on outstanding customer service, hard work, and a strong team culture. We believe in delivering WOW experiences to both our customers and our valued employees.
We are proud to be Great Place to Work certified, a testament to our dedication to fostering a culture of support, growth and development, as well as promoting well-being, and winning together. With our core company values—passion, thoughtfulness, responsiveness, innovation, and smart working—at the very heart of our business, we are committed to cultivating an environment that inspires excellence.

We are looking for a Retentions Executive to engage with customers who wish to cancel their agreement with Liquidline and work to retain their business wherever possible. This persuasive and customer-focused role ensures that every customer received a ‘WOW’ experience and first-class customer car. The role requires a strong communicator with the ability to build positive relationships, understand customer needs and negotiate fair outcomes. Where customers do choose to terminate their agreement, the Retentions Executive is responsible for coordinating the machines removal and contract termination process. 

The Role – Retentions Executive

  • Communicate and manage customers through the retention process from first contact to equipment removal and account termination. 
  • Understand rationale for cancelling and gather all relevant information
  • Support the customer through the cancellation journey, identifying whether they have sufficient available funds to settle the contract.
  • Negotiate appropriate contract terms if a machine is no longer on site, confirming invoices for agreed terms, and ensure equipment and contracts are processed correctly. 
  • Assist in gathering information for the reporting for cancellations (input-focused, not analysis/reporting)
  • Identify basic expansion or growth opportunities following successful retentions and pass these to the Sales team. 
  • Provide cover the Retentions Manager during holiday or absence, ensuring retention activity continues smoothly. 
  • Collaborate with internal teams and customers to coordinate lost or removed machines during the cancellation process. 
  • Check and sign off lease contracts and buy-back details for accuracy. 
  • Verifying rental, maintenance and lease elements within termination process, arranging collections and updating customer accounts accordingly. 

What You Will Need in the role of Retentions Executive

  • A minimum of two years of B2B Customer Relations role. 
  • IT proficient, with a good understanding of MS Office, in particular Outlook, Word, Teams and Excel to an intermediate level. 
  • Ability to provide an empathetic and proactive approach to customer relations through clear communication and negotiation. 
  • Proven ability to manage and prioritise a heavy workload. 
  • Excellent communication skills, both written and verbal 
  • Confident in negotiating, using proven techniques to reach a successful outcome. 
  • Ability to ensure that data and documents are free of errors and to a high standard. 

What You Will Learn & What Liquidline Can Offer You

Being a part of Liquidline is more than just a job – it’s a chance to grow, develop and thrive! We are deeply invested in the success of our team and our comprehensive benefits package is designed to support, and reward our employees. The package includes, but is not limited too:

  • 25 Days Annual Leave + Bank Holidays: Extra time off to rest and recharge.
  • Long Service Annual Leave Entitlement & Buy/Sell Scheme: More flexibility for your time off needs.
  • Candidate Referral Program: Help grow our team and earn rewards
  • Company Bonus Scheme: Celebrate success with us.
  • Enhanced Sick Pay: Supporting you when you need it most
  • Enhanced Parental Leave: Comprehensive support for your family journey
  • Salary Sacrifice Pension Scheme: Save for your future with ease.
  • Life Assurance & Income Protection (UK Only): Peace of mind for you.
  • HSF Health Plan: Access affordable healthcare.
  • YuLife Wellbeing Platform: One stop shop for wellbeing, rewards and support.
  • Employee Assistance Programme: Mental health support, virtual GP services and more.
  • Menopause Support via Stella App: Tailored support for this stage of life.
  • Lunch on Liquidline & Bi-Annual Conferences: Enjoy lunch on Liquidline, and Bi Annual company conferences.

Liquidline is a fast-growing, family owned business that has expanded from 92 to over 300 employees since 2020. With ambitious plans for the next five years, there’s never been a better time to join us! Our dynamic and innovative environment offers endless opportunities for personal and professional growth.

We are proud to be an Equal Opportunities Employer, treating everyone with fairness, respect and appreciation. AtLiquidline, we embrace diversity and value the unique experiences and perspectives of every individual. Together, we are always Winning Together!

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