Retentions and Cancellations Specialist

Overview

As a Retentions and Cancellations Specialist in Newcastle, you help reduce cancellations by understanding customer concerns and offering solutions. You’ll work with the Retentions team to protect existing business and hit retention targets in a target-driven environment. This role emphasizes clear communication, negotiation, and value demonstration to turn difficult conversations into positive outcomes. It’s a customer-focused position with clear performance-based earnings and opportunities for progression.

Pay / Benefits

• private healthcare
• MediCash health plan
• PerkBox discounts
• onsite coffee shop and canteen
• Cycle to Work Scheme
• birthday off

Responsibilities

• Handle inbound cancellation inquiries and assess reasons for leaving
• Identify retention opportunities and apply negotiation to keep customers
• Address concerns with effective questioning and objection handling
• Explain the value of Verisure services to inform decisions
• Propose tailored solutions based on individual circumstances
• Manage challenging conversations professionally and aim for retention outcomes
• Work toward retention targets, save rates, and KPIs
• Maintain accurate customer records and document outcomes accurately
• Collaborate with other departments to resolve retention issues

Key requirements

• Strong communication and negotiation skills
• Ability to challenge objections and influence conversations
• Resilient, positive, solution-focused mindset
• Understanding of customer concerns and retention opportunities
• Target-driven with commission motivation
• Attention to detail in recording interactions
• Experience in retentions or cancellations is beneficial but not essential

• communication
• negotiation
• resilience
• problem-solving
• customer-centric mindset
• attention to detail

…