Phone-Based Retention & Quality Lead

Verisure; Newcastle; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Birthday off

Private healthcare & MediCash

Discounted gym membership

Onsite café & canteen

PerkBox discounts

Cycle to Work scheme

Employee referral bonus

Job summary

Verisure in Newcastle (UK) is seeking a hands-on Retention & Quality Specialist to split time between inbound retention calls and quality monitoring. The role combines coaching with active call handling to drive customer outcomes and compliance.

Monday–Friday, 9:00–17:30, with a salary of £25,000 rising to £26,000 plus a performance bonus. Based in Newcastle, you will balance on-the-phones work with monitoring and coaching responsibilities to uplift team performance while remaining hands-on with

Qualifications

• Experience in a call centre environment (retention, sales, or customer service)
• Comfortable working on the phones as part of the role
• Strong communication skills with the ability to give constructive feedback
• Good attention to detail and an analytical mindset
• Confident working with call data, performance trends, and behaviours
• A proactive team player who leads from the front

Responsibilities

• Handle inbound customer calls with a focus on retaining customers
• Manage objections and deliver strong customer outcomes
• Use your experience to influence positive customer decisions
• Stay close to live call trends and customer needs
• Lead by example through high-quality call handling
• Monitor and evaluate retention calls (inbound & outbound)
• Identify trends, risks, and improvement opportunities
• Provide clear, structured feedback to agents
• Support coaching sessions and occasional training delivery
• Work with management to improve overall performance and compliance

Skills

Call centre experience

On-phone work

Strong communication skills

Attention to detail

Analytical mindset

Team player

Job description

Verisure in Newcastle (UK) is seeking a hands-on Retention & Quality Specialist to split time between inbound retention calls and quality monitoring. The role combines coaching with active call handling to drive customer outcomes and compliance.

Monday–Friday, 9:00–17:30, with a salary of £25,000 rising to £26,000 plus a performance bonus. Based in Newcastle, you will balance on-the-phones work with monitoring and coaching responsibilities to uplift team performance while remaining hands-on with