Customer Retentions Advisor

3 days ago

Chertsey KT AD, United Kingdom MyFirst Insurance Full time

My First Insurance is a fast-growing, customer-first insurance provider focused on delivering accessible and affordable motor insurance for young drivers and first-time policyholders. We're redefining the insurance experience through innovation, transparency, and a deep understanding of our customers' needs.

We're looking for a proactive and hands-on Cancellations Executive to lead the frontline effort in retaining customers and preventing policy cancellations. This role is critical to ensuring our customers receive excellent service throughout their policy lifecycle and are encouraged to stay with MyFirst.

Due to our HQ being on a farm location you must be a car driver to access the office on a daily basis

Role Purpose

As a Cancellations Executive, you will be at the frontline of customer retention, responsible for engaging with customers who are considering cancelling their car insurance policies. Your mission is to understand their concerns, present compelling solutions, and ultimately retain their business through persuasive, empathetic, and value-driven conversations.

This is a sales role with a strong customer service element, requiring excellent communication skills, resilience, and a proactive mindset. You'll work closely with the Retention Team Leader and wider sales and customer service teams to deliver measurable retention outcomes and contribute to MyFirst's growth and customer loyalty.

Key Responsibilities

  • Contact customers who have requested to cancel their policy and attempt to retain them through effective objection handling and value-based selling.
  • Be on hand to take inbound calls from customers that want to cancel their car insurance.
  • Understand customer motivations for cancellation and tailor retention offers accordingly.
  • Achieve individual and team-based retention and targets.
  • Maintain accurate records of customer interactions and outcomes in the relevant systems.
  • Collaborate with underwriting, sales and customer service teams to resolve issues that may be driving cancellation.
  • Provide feedback to the Retention Team Leader on trends, objections, and opportunities for process or product improvement.
  • Ensure all conversations and actions comply with FCA regulations and internal quality standards.
  • Contribute to a positive, high-performance team culture focused on customer success and commercial results.

Essential Skills & Experience

  • Proven experience in a sales, customer service, or retention role (insurance or financial services preferred).
  • Strong communication and negotiation skills with the ability to influence customer decisions.
  • Resilient and confident in handling objections and difficult conversations.
  • Target-driven with a track record of meeting or exceeding KPIs.
  • Customer-focused with a genuine desire to help and retain clients.
  • Ability to work in a fast-paced, high-volume environment.
  • Comfortable using a variety of systems and handling multiple tasks simultaneously.
  • Team player with a proactive and positive attitude.

Why You'll Love Working with Us:

  • Career Growth: Loads of opportunities to move up the ladder and develop your skills.
  • Fun Work Environment: Work with an energetic team in a modern farm style office with a great vibe.
  • Awesome Perks: Access to a company gym, team socials, and exciting incentives

Job Types: Full-time, Permanent

Pay: £25,000.00-£35,000.00 per year

Benefits:

  • Company events
  • Discounted or free food
  • Free parking
  • On-site gym
  • On-site parking

Ability to commute/relocate:

  • Chertsey KT16 0AD: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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