Retentions Advisor

Overview

In this role you help protect customers and strengthen loyalty within Verisure’s Newcastle-based customer care team. You will engage existing customers via outbound calls to retain them, resolve escalated complaints, and maintain accurate records while collaborating with internal and external partners. You’ll deliver first-class service, drive customer satisfaction, and support cross-functional processes in a fast-paced environment. This is a growth-minded position with clear progression and a strong focus on customer-centric retention.

Pay / Benefits

• Birthday off
• Private healthcare
• PerkBox
• Cycle to Work Scheme
• Discounted gym memberships
• Discounts on alarm systems

Responsibilities

• Make outbound calls to existing customers with the aim of retention
• Handle escalated high-level complaints
• Build and manage long-term customer relationships
• Ensure high levels of customer satisfaction
• Liaise with internal departments and third parties
• Update customers’ records with relevant information
• Deliver first-class customer service

Key requirements

• Experience in a call centre environment
• Experience with outbound or objections handling is a plus
• Confident handling high-level complaints
• Strong computer and MS Office skills
• Excellent communication with a problem-solving attitude
• Attention to detail
• Customer-oriented with a passion for great service
• Ability to multitask while maintaining service quality
• Teamwork skills
• Willingness to learn in a dynamic environment
• Open to new challenges

• customer-focused
• problem solving
• teamwork
• communication
• adaptability
• MS Office

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