Retention Specialist/Manager

Workshop Recruitment; Fareham; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Office-based environment

Bonus scheme

Job summary

Workshop Recruitment is seeking an experienced Retention Specialist/Manager for an Insurance role in Fareham, Hampshire. You will build a customer retention function, reduce policy cancellations, improve persistency and protect existing cover.

Reporting to the director, you will shape retention strategy, implement processes and deliver measurable improvements while ensuring FCA compliance and Consumer Duty. Salary £40,000 plus quarterly bonus (OTE £50,000–£60,000).

Qualifications

• Proven experience in customer retention with measurable results.
• Experience building or implementing a retention process or function.
• Confident telephone manner and strong objection-handling skills.
• Ability to analyse data, identify trends and act on insights.
• Highly organised, self-motivated and able to manage workload in a regulated environment.

Responsibilities

• Build and implement a retention strategy, including early-warning triggers and escalation processes.
• Monitor at-risk policies, failed payments and pending cancellations daily.
• Contact customers by phone, text and email to resolve issues and retain cover.
• Recover missed payments and coordinate policy reinstatements.
• Refer cases requiring new advice to qualified advisers and track outcomes.
• Liaise with providers to resolve payment and underwriting issues.
• Produce weekly reports, identify trends and recommend improvements.
• Maintain CRM records and ensure FCA requirements and Consumer Duty compliance.

Skills

Retention strategy

Churn reduction

Data analysis

Objection handling

Organised

Tools

Zoho CRM

Job description

Retention Specialist/Manager - Insurance Fareham, Hampshire £40,000 + Quarterly Bonus (OTE £50,000–£60,000) Full-Time - Office-Based - Permanent

Are you an experienced Retention Specialist with a proven track record of reducing customer churn and improving retention performance?

This is an exciting opportunity to build a customer retention function from the ground up within a growing, regulated financial services business. You’ll take ownership of reducing policy cancellations, improving persistency and protecting customers’ existing cover.Working directly with the director, you’ll shape the retention strategy, create effective processes and deliver measurable improvements.

Key Responsibilities

• Build and implement a retention strategy, including early-warning triggers and escalation processes.
• Monitor at-risk policies, failed payments and pending cancellations daily.
• Contact customers by phone, text and email to resolve issues and retain existing cover.
• Recover missed payments and coordinate policy reinstatements.
• Refer cases requiring new advice to qualified advisers and track outcomes.
• Liaise with providers to resolve payment and underwriting issues.
• Produce weekly reports, identify trends and recommend improvements.
• Maintain accurate CRM records and ensure all activity meets FCA requirements and Consumer Duty.

Skills & Experience Required

• Proven experience in customer retention, with measurable results.
• Experience building or implementing a retention process or function.
• Confident telephone manner and strong objection-handling skills.
• Ability to analyse data, identify trends and turn insights into action.
• Highly organised, self‑motivated and comfortable managing your own workload.
• Experience working in a regulated environment, such as financial services, insurance, telecoms or utilities.

Desirable

• Life or protection insurance knowledge, including persistency and commission clawback.
• Experience working with insurer retention teams or early-warning systems.
• CRM experience, ideally Zoho.
• Experience influencing or coaching sales teams.

What’s on Offer?

• £40,000 base salary.
• Quarterly performance-related bonus, with OTE of £50,000–£60,000.
• The opportunity to build and lead a new function with direct access to senior decision-makers.