Retention & Policy Administration Specialist

Imperial Recruitment Group; Tees Valley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Retentions Administrator to support customer retention by managing cancellation requests and providing administrative support. Responsibilities include making outbound calls to clients, handling policy renewals, and ensuring accurate record-keeping. The ideal candidate will have strong administrative skills and experience with CRM systems. This role offers flexibility with full-time or part-time hours and aims to enhance client satisfaction through exceptional service.

Responsibilities

• Making outbound calls to clients with missed payments to secure resolution.
• Handling policy renewals and anniversary calls to maximise retention.
• Completing welcome calls for all new policyholders.
• Updating and managing client records on our CRM system.
• Processing policy changes, cancellations, reinstatements, and updates.
• Handling inbound client queries related to payments and policies.
• Supporting general office and insurance administration.

Skills

Confident and professional on the phone

Strong administrative and organisational skills

Experience using a CRM system

Excellent attention to detail

Able to work independently and as part of a team

Previous insurance industry experience

Knowledge of policy renewals, payments, or compliance

Worked in a retention role / call centre role

Job description

A recruitment agency is seeking a Retentions Administrator to support customer retention by managing cancellation requests and providing administrative support. Responsibilities include making outbound calls to clients, handling policy renewals, and ensuring accurate record-keeping. The ideal candidate will have strong administrative skills and experience with CRM systems. This role offers flexibility with full-time or part-time hours and aims to enhance client satisfaction through exceptional service.