Customer Retentions Manager

Benefits of working for Charles Street

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

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Company Description 

Charles Street Finance (“CSF”) is a specialist secured lender based in Cheadle, South Manchester. Established in 1983, we’re a small team but have doubled the size of the loan book over 2 years such that we are seeking to grow and enhance the existing personnel in key areas to further facilitate our ambitions.

We are all about a common-sense proposition built around attention to detail and speed of response whilst always putting the customer at the heart of everything we do.

A can-do approach fuels our speed of response from enquiry through to payment. Honesty and integrity are fundamental principles across the customer journey and the many long-standing relationships we have cultivated are testament to our service levels and reliability.

As a Customer Retentions Manager, you will be responsible for developing and executing strategies to retain customers, minimise loan redemption churn, and maximise customer lifetime value. This role involves analysing customer portfolios, identifying valuable at-risk borrowers, and designing targeted retention initiatives specific to short-term property finance. You will work closely with underwriting, sales, and customer service teams to ensure a seamless best in class customer journey, proactively resolving issues, and fostering long-term loyalty.

Success is measured by improved retention rates, customer satisfaction and advocacy, along with sustainable business growth within the bridging finance market.

As a Customer Retentions Manager, we are looking for someone to:

• Focus on retaining and growing the lending relationships with new and existing customers 
• Ensure customers are regularly spoken to about exit updates as contract maturity date approaches
• Proactively suggest alternative funding structures to retain the original loan or a refinance loan with CSF and/or Together
• Provide MI to Originations Director to illustrate customer retentions metrics and data so performance can be monitored and measured monthly

Essential

• Previous experience in a relationship focused role for mortgages, ideally bridging finance
• Able to develop successful working relationships and build trust and confidence with customers
• Proactive self-starter who always looks to put the customer at the heart of the matter
• Excellent call handling, questioning, listening, and influencing skills

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

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Charles Street embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.