Customer Retentions Advisor

2 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom One Utility Bill Full time £26,000 - £52,000 per year
Customer Retentions Advisor Permanent | £26,200 | £5k A little bit about us 

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It's a game changer.

It's also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs. 

What you'll be doing

The Customer Retention team is responsible for managing cancellation requests and renewals, with an emphasis on providing a fantastic experience for our customers throughout and retaining as many packages as possible. You will be managing a pipeline of customers who have lodged cancellation requests with us, utilising objection handling techniques and problem solving skills to resolve queries.

When dealing with cancellation queries, the ability to stay cool, calm and collected during conversations with customers is paramount, as is attention to detail, knowledge of objection handling techniques and an exemplary phone manner. When renewing our customers contracts, problem solving, focus and methodical approach are key. 

While we work towards monthly team targets, individual performance on KPIs such as cancellation save rate, call count, renewal rate & pipeline management are tracked on a weekly basis, alongside regular call coaching & training sessions. We uphold an extremely high standard in both the service that we deliver to customers, as well as the KPIs and targets that are expected to be hit on a daily, weekly and monthly basis. 

The ability to maintain an exemplary phone manner under pressure, use objection handling techniques effectively, and ultimately deliver a swift and satisfactory conclusion to customer queries that results in long lasting and loyal customers will be paramount to success in this role. 

A little bit about you

If the list below describes you, make sure you apply

Strong verbal and written communication skills are essential

Confident phone manner

Ability to multi-task and move between tasks using prioritisation

Must be self motivated and have a positive attitude

Problem-solving skills

Resilience, understanding, patience and empathy

Adaptable and a fast learner

Unafraid to speak up with new ideas


The shift pattern for this role is Monday to Friday 10am-6pm with 1 in every 4 Saturdays required. Saturdays are 9am-5pm.

This is an office-based role for the first 6 months, following a successful probation period there is potential for hybrid working, 2 days per week.

  • Customer Retentions Advisor

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Verisure Full time £24,000 - £70,000 per year

    Retentions Advisor – Newcastle, NE12 8BUSalary:£24,000–£26,000 basic +uncapped commission (up to £50,000 OTE)Hours:37.5 per week | Monday–Friday, 9:00am–5:30pmHolidays:29 days (including bank holidays) | rises to 31 after 1 yearWhy this role?Join Verisure, Europe's leading security provider protecting over 5.1 million families and businesses....

  • Sales and Retention Advisor

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom The AA Full time £24,000 - £32,000 per year

    This is the jobJob Title: Sales and Retention AdvisorLocation: Quorum Business Park, Newcastle upon Tyne, NE12 8EXSalary: £24,500 plus monthly bonus of £250 on averageContract: Full time – permanent - hybrid workingHours: 40 hours over 5 days a week, Monday to Friday shifts between 8am – 7:00pm and alternate Saturday shifts between 9am – 5:00pmHere...

  • Aftersales Retention Manager

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Lloyd Motor Group Full time

    20 Oct - 30 Nov 25 NewcastleAn exciting opportunity has arisen for aAftersales Retention Managerto joinLloyd BMWbased inNewcastle.Salary:Basic Salary with OTE £ £36000Hours:08:00 – 17:30Role ResponsibilitiesManage the day-to-day operations of a busy Retention and Administration department, overseeing 2 Retention Executives and 1 Service...

  • Client Retentions Executive

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom The Collect Group Full time £20,000 - £24,000 per year

    Client Retentions TeamRole SummaryAs a Client Retentions Lead, you will be responsible for:Monitoring trade levels and engaging with clients to gain a better understanding of their needs, expectations and perception of TCG, to drive customer satisfactionWorking alongside customer service colleagues, to support with inbound and outbound calls, and internal...

  • Customer Care Call Advisor

    5 hours ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Verisure Full time £26,000 - £50,000 per year

    Customer Care Call AdvisorNewcastle, NE12 8BUSalary:Starting £24,000 basic increasing to £26,000 with role progression. Role includes uncapped commission (up to £50,000 OTE)Working Hours:37.5 hours per weekShift Pattern:Monday to Friday between 9am until 5:30pmHolidays:29 days' annual leave including bank holidays, increasing to 31 days after 1 years'...

  • Customer Advisor

    12 hours ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom B&Q Full time £24,000 - £36,000 per year

    OverviewCustomer Advisor - CheckoutsPart time - 20 hours per week (4 x 5hr Shifts)Fixed Term Contract until 31st JanuaryShifts available Monday - Sunday, 7.00am - 8.00pm UK Notional hourly rate £12.71 per hour B&Q ScotswoodWe believe anyone can improve their home to make life better. Every day, we give our millions of customers the ideas, advice, tools...

  • Customer Service Advisor

    4 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Russell Tobin Full time £18,000 - £25,000 per year

    Job Opportunity - Customer Service Advisor - Full Time - Office BasedWe are seeking a dedicated and customer-focusedCustomer Service Advisorto join our team. In this role, you will be responsible for handling inbound calls and providing exceptional service and support to customers. Full training will be provided during the initial 2–3 weeks.Customer...

  • Customer Advisor

    30 minutes ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Lookers Full time £11,000 - £15,000 per year

    OTEOverviewJob Vacancy: Customer Advisor – Contact CentreLocation: Office-based, Newcastle Salary: £11,000 basic, with an OTE of £15,000 per year (uncapped) Hours: 20 hours per week, Monday to Friday 10-2About the RoleAre you passionate about delivering exceptional customer service? Join Lookers as a Customer Advisor and become part of a dynamic,...

  • Outbound Customer Advisor

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Lookers Full time £24,000 - £30,000 per year

    OTEOverview Working Hours: 40 hours per week, rota-based Operating Hours:Monday to Friday: 9:30 AM – 6:00 PM. Reports to: CCC Team Leader / Manager Key Relationships: Aftersales Teams, Dealership ColleaguesOTE up to £30,000Be the Voice of Lookers – Join Us as a Customer AdvisorAre you a customer-focused communicator with a passion for delivering...

  • Outbound Customer Advisor

    2 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Lookers Motor Group Limited Full time £30,000 - £60,000 per year

    Overview Working Hours: 40 hours per week, rota-based Operating Hours:Monday to Friday: 9:30 AM – 6:00 PM. Reports to: CCC Team Leader / Manager Key Relationships: Aftersales Teams, Dealership ColleaguesOTE up to £30,000 Be the Voice of Lookers – Join Us as a Customer AdvisorAre you a customer-focused communicator with a passion for delivering...