Customer Service - Retention Representative

Youi Insurance; Sunshine Coast Regional; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

22 days annual leave

Rostered days off

Flexible hours

Free skin checks

Flu jabs

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Job summary

Youi Insurance is seeking a Customer Service - Retention Representative to join our team in Sippy Downs. This full-time, in-office role focuses on renewals and retention, helping customers understand cover, pricing and value so they can make informed decisions.

You’ll receive paid training, coaching and ongoing development, with clear career pathways into leadership or specialist roles within Youi. The role emphasizes empathy, resilience and high-quality customer interactions across a full day

Qualifications

• Experience in customer service or sales is advantageous.
• Ability to handle challenging calls with empathy and clarity.
• Strong communication and negotiation skills under pressure.

Responsibilities

• Handle inbound calls from customers reviewing renewals or considering cancellation.
• Explain cover, pricing and value to help informed decisions.
• Adjust cover within approved guidelines where appropriate.
• Work toward retention and performance targets.
• Follow scripts and compliance requirements to ensure fair decisions.

Skills

Customer service

Negotiation

Active listening

Communication

Job description

Customer Service - Retention Representative

You'll love this role if you're someone who doesn't shy away from a little challenge and gets satisfaction from turning things around.

Every customer you speak to already knows us. They're reviewing their renewal, questioning whether their policy still meets their needs or considering whether to stay. Your role is to understand what's driving that decision and help them make a confident, informed choice about what comes next.

The conversations you'll have in Retention are different from what you'll find in most customer service or sales roles. No two are exactly the same, which means you'll learn how to ask better questions, think on your feet and adapt your approach to different situations.

Along the way, you'll build negotiation skills, commercial awareness, resilience and confidence in conversations that genuinely matter. With paid training, regular coaching and on-the-job feedback, you'll continue developing capability that can create opportunities across your career.

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
• Follow supportive scripts and compliance requirements to make sure decisions are accurate and fair for our customers
• Handle back-to-back conversations that can be challenging, without letting one call affect the next

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 performance-based incentives, plus annual salary reviews
• This role is your career launchpad - Build sales, negotiation, communication and customer influence skills while creating opportunities to grow into leadership and specialist roles across Youi
• Paid training, regular coaching and on-the-job support to help you build confidence and capability from day one
• Time off you can plan around - 22 days annual leave, plus rostered days off or flexibility depending on your role
• Set start and finish times so you can plan life outside work
• A workplace you can feel - Food trucks, themed days, team celebrations and practical wellbeing benefits that bring real energy to the day
• 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 - Help customers make confident insurance decisions today that will get back on track when life doesn't go to plan

Ready

Why Youi

We’re here to make insurance better by being more human. You’re not just doing your job, you’re making sure real people get looked after, especially when lifedoesn’t go to plan. Every conversation, every decision, every day you’re part ofraising the bar for want awesome service really means.

We set high standards and recognise people who deliver. Results are rewarded through incentives, everyday shout-outs and programs like Youi Stars, so theimpact you make never goes unnoticed. You’ll know what’s expected of you, where we’re heading and how your work contributes. We grow our own people here, with clear pathways, structured development and hands‑on coaching, helping many team members step into leadership and specialist roles across the business.

As more customers choose Youi, we keep growing, creating new roles and opportunities to build your career over time. We don’t want insurance to be different; we’re actively making it better. And we’re doing it together.

Work that’s a bit more you-shaped.