We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.

About you:

As a CX Retention Specialist within our Customer Experience function, you will be the voice that saves the day when customers are thinking of leaving us. You'll manage and own customer cancellation and downsell requests with one mission - to retain customers, reduce churn and improve the Gross Retention Rate of The Access Group.

You'll be engaging with customers primarily over the telephone and via Live Chat, addressing their concerns, identifying retention opportunities, and executing retention strategies whilst providing exceptional customer service. You will play a key role in ensuring that customers continue to see the incredible value in the products and services that The Access Group offers.

You'll be the problem-solver, the relationship-builder, and the retention hero who turns potential goodbyes into renewed partnerships.

About the role:

The role reports to the Retention Team Leader.

The role requires strong communication skills with customer service excellence, resilience and problem-solving abilities, so as to effectively manage high-volume customer interactions whilst achieving retention targets and KPIs in a fast-paced environment.

Day-to-day, you will:

Manage customer cancellation and downsell requests within your specific division and product set, turning challenges into opportunities
Engage with customers primarily over Live Chat, telephone, and video calls, addressing their concerns and identifying retention opportunities with empathy and expertise
Use provided playbooks and proven strategies to provide solutions that retain customers and ensure continued customer satisfaction
Take full responsibility for retention opportunities whilst working effectively through cross-team collaboration with key stakeholders across the business to resolve customer needs and retain valuable relationships
Develop and maintain in-depth knowledge of our divisions, customers and products to effectively support customer retention and become a true product expert
Meet and exceed your set targets and KPIs, including Save Rate and Saved Value, celebrating every customer you keep in the Access family
Use Salesforce as your key tool to track opportunity activity, including meetings and proposals, and capture valuable customer feedback to help analyse churn trends and identify areas for improvement
Build strong internal relationships with Customer Success, Account Management, and Product teams to ensure seamless customer experiences
Contribute to the continuous improvement of retention processes and playbooks based on your frontline customer insights

As a CX Retention Specialist your Skills and Experiences likely include:

1+ years of experience in sales, proactive customer service, or retention-related roles
Fluent communication skills in English, both written and verbal, with the ability to build rapport quickly
Excellent problem-solving abilities and conflict resolution skills that turn frustration into satisfaction
Ability to work independently, manage time efficiently, and handle multiple tasks simultaneously without missing a beat
Experience in handling high-volume customer interactions in a fast-paced environment
Resilient with the ability to remain calm and professional in challenging or stressful situations - you're the steady hand in stormy weather
Motivated by achieving retention targets and KPIs and driven by personal recognition and success
Experience working with customer relationship management (CRM) software or similar tools, with Salesforce experience preferred
Strong empathy and emotional intelligence to understand customer needs and concerns
A natural curiosity about customers and their businesses, always looking for ways to add value

Important

This role follows Australian working hours, which are 7:00 a.m. – 4:00 p.m. MYT or 6:00 a.m. – 3:00 p.m. MYT.

What are we all about

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we're shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We're committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you're excited about this role - even if your experience doesn't tick every box - you might be exactly who we're looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you

Let's make a difference together.

Love Work. Love Life. Be You.

Renewals Specialist (AUS Hours)