Retention Representative - Docklands

Foxtel Group; Melbourne; Hybrid; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Free CBD Parking

Hybrid work model

Free & discounted Foxtel products

Birthday, Cultural & Volunteer Leave

Fox Fit wellbeing program

Job summary

Foxtel Group in Docklands is hiring a Retention Representative to handle inbound calls from customers considering cancelling their service. The role blends sales with first‑class customer care in a hybrid setup with time in the Docklands office and flexible work-from-home days.

You will listen actively, tailor Foxtel packages to customer needs, identify vulnerable situations, and work to protect relationships while achieving retention targets in a performance‑driven environment.

Qualifications

• Commercially driven with track record in sales or retention.
• High emotional intelligence (EQ) with empathy and judgment.
• Outstanding communicator with active listening and warmth.
• Resilient, adaptable and open to coaching.
• Passionate about entertainment and media.

Responsibilities

• Handle inbound calls from customers considering cancelling.
• Sell value of Foxtel while delivering empathetic service.
• Identify signs of vulnerability and apply fair, policy-aligned solutions.
• Uncover customer needs and tailor packages and offers.
• Aim to exceed retention and quality KPIs with a commission structure.

Skills

Commercially driven

High emotional intelligence

Outstanding communicator

Resilient and adaptable

Passionate about entertainment

Job description

Location: Collins St, Docklands, VIC Applications close 8th November 2026

Application Deadline: 8 November 2026

Department: Foxtel BU

Location: Australia - Docklands

Start Date: 23rd November 2026

Location: Collins St, Docklands, VIC Applications close 8th November 2026

Are you a Melbourne local who lives and breathes entertainment and sport? Do you combine a natural sales instinct with genuine empathy and exceptional customer service?

We're looking for driven, customer-centric professionals to join our high-energy Retention Call Centre Team in Docklands! Enjoy a flexible hybrid work arrangement, combining work-from-home days with time in our modern Docklands office, with dedicated parking available and excellent public transport links via Southern Cross Station.

At Foxtel Group, we pride ourselves on a dynamic culture where your love for TV, movies, and sports fuels your success. As a Retention Representative, you will handle incoming calls from customers considering cancelling their service. Your mission is two-fold: reignite their passion by selling the undeniable value of Foxtel, while delivering top-tier customer service that prioritises care, active listening, and ethical support.

Every conversation is an opportunity to ensure our customers know they can remain connected to world-class entertainment.

About the role....

• Drive customer retention: Handle inbound calls from customers looking to cancel, using persuasive storytelling and value-based selling to overcome objections and secure their loyalty.
• Deliver exceptional, empathetic service: Build immediate rapport, turning challenging or sensitive conversations into positive, trust-building customer experiences.
• Support vulnerable customers: Effectively identify signs of customer vulnerability or financial hardship, navigating sensitive situations with empathy and applying appropriate, fair, and responsible solutions in line with policy.
• Consult and tailor solutions: Actively uncover customer pain points and viewing habits to match them with the right packages, products, and offers.
• Achieve and exceed targets: Consistently smash retention and quality KPIs in a supportive, performance-driven environment with rewarding commission structures.

To be considered for the role you will ideally have...

• Commercially driven: Proven track record in sales, retention, or target-driven customer contact environments, with a talent for closing and overcoming objections.
• High emotional intelligence (EQ): Demonstrated empathy, patience, and sound judgment when managing complex, emotional, or vulnerable customer scenarios.
• Outstanding communicator: A master listener who can ask the right questions, de-escalate tension, and influence outcomes with warmth and confidence.
• Resilient and adaptable: Thrives in a fast-paced environment and embraces continuous feedback and coaching.
• Passionate about entertainment: A genuine enthusiasm for sports, movies, and television that translates into authentic customer advocacy.
• Available to start on 23rd November 2026
• Available to work rostered hours between 9:00 AM - 7:00 PM, Monday to Friday

Life at Foxtel Group

A career with us means working across one or more of our brands including Foxtel, Hubbl, Kayo Sports, BINGE, Flash, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of:

• You're part of Fox Flex, our hybrid way of working with time spent at home and on campus
• Free CBD Parking
• Free & discounted products including Foxtel, Hubbl, Foxtel Broadband, Kayo Sports and BINGE
• Special days away from work for Birthday, Cultural & Volunteer Leave
• Access to our holistic Fox Fit wellbeing program
• Company-wide meeting-free lunch hours and Friday afternoons