B2C Sales & Retentions Executive

UniHomes; Sheffield; On-site; GBP 22,050 - 26,950; Full time

Benefits offered by this job

Uncapped commission

Enhanced pension scheme

Healthcare scheme

Personal and professional development opportunities

Vibrant office environment with amenities

Job summary

UniHomes is looking for a Retentions Executive to join their B2C telesales team in Sheffield. You will be responsible for handling cancellation requests while providing an exceptional customer experience. This role offers the chance to contribute to the management of customer interactions, helping to mitigate cancellations and retain valuable clients.

The ideal candidate will have experience in retentions or a similar role, strong communication skills, and the ability to navigate challenging conversations effectively.

Qualifications

• Target-driven with strong commercial acumen.
• Exceptional negotiation and communication skills.
• Resilient and calm under pressure.

Responsibilities

• Handle cancellation requests and identify saveable opportunities.
• Process cancellations accurately while maintaining customer care.
• Use Salesforce CRM for case management.

Skills

Experience in retentions or similar role

Confident communicator

Objection handling

CRM system knowledge

Strong negotiation skills

Tools

Salesforce

Vonage

Job description

Salary: £24,500 + commission (OTE £35,000)

Sheffield City Centre (office-based)

We’re excited to be expanding our Retentions team and hiring a second Retentions Executive within our B2C telesales function. This is a fantastic opportunity for someone who wants to make a real impact, take ownership of a key area of B2C sales, and contribute to how UniHomes manages customer cancellations now and into the future.

What You’ll Be Doing

• Retention & value led reselling
• Handling cancellation requests and identifying saveable opportunities
• Reselling the value of UniHomes by clearly explaining how our service works and why it’s beneficial for students
• Addressing objections by clarifying the full picture through your expert knowledge of our T&Cs
• Keeping customers informed, reassured, and confident in their decision to stay
• Using strong negotiation, empathy and communication skills to influence outcomes
• Transactional cancellations—processing straightforward cancellations quickly and accurately
• Maintaining excellent customer care, even when customers cannot be retained
• Operational responsibilities: managing inbound and outbound calls and emails relating to cancellations
• Using Salesforce CRM to manage and update cancellation cases accurately
• Ensuring a smooth, professional experience for every customer from start to finish
• Managing your caseload effectively during busy peak periods
• Contributing to the development of retentions processes as the function grows
• Supporting the B2C team and assisting with routine operational tasks during quieter periods (e.g., light outbound tasks linked to onboarding and contract completion)
• Collaborating closely with colleagues to share insights, trends and improvements

What We’re Looking For

• Experience in retentions, renewals, complaints handling, or a similar persuasive role
• Target-driven and motivated by commercial outcomes and commission potential
• Confident communicator with a warm, friendly and professional phone manner
• Skilled in objection handling, reselling and influencing
• Resilient, calm under pressure and comfortable navigating challenging conversations
• Excellent organisation, accuracy and attention to detail
• A proactive, positive and hard-working approach
• Experience using CRM and telephony systems (Salesforce and Vonage) is beneficial, but not essential—full training is provided

Working Hours

• Monday to Thursday: 9:00 - 5:30
• Friday: 9:00 - 5:00
• Last weekend per month, with days off in lieu

Benefits

• Uncapped commission with strong earning potential
• Opportunity to own and shape a brand-new role within a growing team
• Be the dedicated specialist for a key business function
• Opportunity to shape and grow the retentions function over time
• Work in our vibrant Sheffield city centre office as part of a supportive team
• Complementary breakfast, hot & cold drinks, snacks and other office amenities
• Enhanced pension scheme, healthcare scheme and other statutory benefits
• Commitment to personal and professional development and employee recognition schemes
• Inclusive workplace that welcomes candidates from all backgrounds

Applicants must already have the permanent and unrestricted right to work in the UK. Unfortunately, we are unable to offer visa sponsorship as we do not hold a sponsor licence.