Retention & Quality Specialist
Newcastle (NE12 8BU)£25,000 rising to £26,000 + performance bonusMonday-Friday, 9:00-17:30 (no weekends)
We’re hiring a Retention & Quality Specialist to join our Newcastle team.
This is a hands-on, 50/50 role combining inbound customer retention calls with quality monitoring and coaching activity. You will spend time both on the phones and improving performance across the team.
The Role
Retention (50%)
- Handle inbound customer calls with a focus on retaining customers
- Manage objections and deliver strong customer outcomes
- Use your experience to influence positive customer decisions
- Stay close to live call trends and customer needs
- Lead by example through high-quality call handling
Quality & Coaching (50%)
- Monitor and evaluate retention calls (inbound & outbound)
- Identify trends, risks, and improvement opportunities
- Provide clear, structured feedback to agents
- Support coaching sessions and occasional training delivery
- Work with management to improve overall performance and compliance
What We’re Looking For
- Experience in a call centre environment (retention, sales, or customer service)
- Comfortable working on the phones as part of the role
- Strong communication skills with the ability to give constructive feedback
- Good attention to detail and an analytical mindset
- Confident working with call data, performance trends, and behaviours
- A proactive team player who leads from the front
This role is ideal for a high-performing senior advisor or retention specialist looking to step into quality, coaching, and performance development while still staying hands-on.
Benefits
- Birthday off
- Private healthcare & MediCash
- Discounted gym membership
- Onsite café & canteen
- PerkBox discounts
- Cycle to Work scheme
- Employee referral bonus
About Us
We are the No.1 global leader in professionally monitored security , protecting over 6.2 million customers worldwide.
We are a fast-growing business with strong internal progression opportunities and a focus on developing high-performing teams across Europe and beyond.
All successful applicants will be subject to a DBS check (provided by the company).
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