Renewals and Retentions Agent

Retentions Agent

Location: Grey Street, Newcastle (Office Based)

Hours: 9:00 - 5:00p

Contract Type: Full time

Salary: £14.28 per hour

About the Role

We are looking for a Stops/ Debt Retentions Agent to join our Customer Operations team and support customers at key moments in their customer journey.

This role is responsible for retaining customers who may be considering leaving the business, supporting customers experiencing financial difficulties, and delivering positive customer outcomes through professional, empathetic, and solution-focused conversations.

Key Responsibilities

• Managing inbound and outbound customer calls relating to cancellations, customer retention, and debt-related enquiries.
• Handling challenging customer conversations while maintaining a high standard of customer service.
• Supporting customers with payment difficulties and identifying suitable solutions where appropriate.
• Building and maintaining positive customer relationships.
• Managing complex customer cases and escalated issues.
• Maintaining accurate customer records and case information.
• Working collaboratively with internal teams to achieve positive customer outcomes.
• Achieving agreed retention, quality, productivity, and performance targets.

Essential Requirements

• Minimum 12 months' experience in a retention, debt management, customer service, or similar role.
• Experience working in a target-driven environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and negotiation skills.
• Ability to manage challenging conversations with professionalism and empathy.
• Customer-focused approach with a passion for delivering excellent service.
• Ability to work effectively as part of a team and independently.
• Resilient and able to remain calm under pressure.

What We Offer

• Competitive salary.
• 25 days annual leave plus bank holidays.
• Employer pension contributions.
• Personal healthcare plan.
• Employee Assistance Programme with 24-hour GP access.
• Group Income Protection.
• Training and development opportunities.
• Personalised career development pathways.
• Supportive and collaborative working environment.
• Company social events.