Customer Retention Representative

Youi Insurance; Sunshine Coast Regional; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Performance incentives

22 days annual leave

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Job summary

Youi Insurance is hiring for a full-time in-office role based in Sippy Downs. You will take inbound calls from customers reviewing renewals or considering cancellation, explaining cover and pricing, and guiding informed decisions.

You will stay calm under pressure and follow scripts while targeting retention and performance goals. Develop your skills through ongoing coaching and measurable development opportunities, with a focus on delivering value to customers and building career progression

Qualifications

• Excellent communication skills and active listening.
• Ability to explain insurance cover, pricing and value clearly.
• Calm and professional under pressure; handling emotional calls.

Responsibilities

• Take inbound calls from customers reviewing renewals or considering cancellation.
• Explain cover, pricing and value clearly so customers can make informed decisions.
• Adjust cover within approved guidelines where appropriate.
• Work toward retention and performance targets, with results reviewed and coached regularly.
• Follow structured scripts and compliance requirements to ensure decisions are accurate and fair.
• Handle back-to-back conversations that can be emotional, without letting one call affect the next.
• Stay focused and consistent across your shift.

Job description

You'll love this role if you're ambitious and want to build capability that creates future opportunities.

This role sits at the intersection of customer experience and business performance. Every day you'll speak with customers reviewing their insurance needs and weighing up important decisions, using your judgement to understand their concerns, explain value clearly and explore solutions that work for them.

Success comes from more than communication skills. You'll develop resilience, learn how to make sound decisions under pressure and build the discipline that comes from working toward measurable goals.

What makes this role different is how deliberately your development is supported. With coaching, feedback and development conversations throughout the week, you'll be continuously building capability, not just doing the job. If you're motivated by growth, you'll quickly notice yourself becoming more confident, commercially minded and influential, creating a strong foundation for future specialist and leadership opportunities.

What you’ll be doing

• A full-time role based in-office at Sippy Downs
• Take inbound calls from customers reviewing renewals or considering cancellation
• Listen carefully to understand their concern, especially around price increases
• Explain cover, pricing and value clearly so customers can make informed decisions
• Adjust cover within approved guidelines where appropriate
• Work toward retention and performance targets, with results reviewed and coached regularly
• Follow structured scripts and compliance requirements to make sure decisions are accurate and fair
• Handle back-to-back conversations that can be emotional, without letting one call affect the next
• Stay focused and consistent across your shift

What great looks like

• Customers leave the call clear about their options
• Stay calm and measured when conversations become tense
• Confidently explain value and guide decisions within guidelines
• Balance empathy with performance
• Maintain energy and professionalism across a full day of calls
• Use feedback to improve your retention results over time
• Take accountability for your performance and look for ways to sharpen it

Many people who are successful in this role haven't come from insurance, they've come from retail, hospitality and customer-facing roles where they learned how to connect with people, earn trust and confidently navigate customer questions, concerns and objections.

If that sounds like you, we'll help you build the sales and insurance skills from there.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• Time off you can plan around - 22 days annual leave, plus volunteer leave
• A workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the day
• Leaders who back your growth - Clear direction, regular coaching and real opportunities to step into new roles
• Practical benefits that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance
• Work that has real purpose - Helping customers get back on track when life doesn’t go to plan

Why Youi

We’re here to make insurance more human and provide a better alternative for our customers. As a challenger brand, we question the status quo to support people when life doesn’t go to plan, with real people helping real customers at the moments that matter most. It’s also a place where you can make your mark. We grow our own people here, with clear pathways, structured development and hands-on coaching helping many team members step into leadership roles across the business.

We’re a performance-driven business, and effort doesn’t go unnoticed. Results are recognised and rewarded through incentives, everyday shout-outs and programs like Youi Stars. You’ll also see clear direction from senior leaders, with a strong focus on what matters most and a drive to get results without distractions. As more customers choose Youi, we keep growing, creating new roles and real opportunities to build your career over time.

It's work that’s a bit more you-shaped.

Visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.